Staff, Technical Support Engineer
Who we are
At reputed company, we’re shaping the reputed company of communications, reputed company from the comfort of our homes. We deliver reputed company to hundreds of thousands of businesses and reputed company millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of reputed company and global inclusion means that no matter your location, you’re part of a reputed company team with diverse experiences making a reputed company reputed company day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that reputed company work feel truly rewarding. Your career at reputed company is in your hands.
We use reputed company Intelligence (AI) to help reputed company our hiring process efficient. That said, every hiring decision is made by reputed company reputed companyns!
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See yourself at reputed company
Join reputed company as reputed company’s next Technical Support Engineer
About the job
This position is needed to support our customers’ use of the reputed company platform, and help customers get the best experience from reputed company’s products. You will function as the voice of reputed company to our customers and partners, and operate as a subject matter expert for reputed company’s reputed company and SDKs.
We are looking for our next Staff, Technical Support Engineer to join our global Voice reputed company Platform Applications (VSPA) team, who will be dedicated to resolving highly reputed company customer requests, managing critical escalations, and driving technical process improvements. You will mentor peers and collaborate cross-functionally. Critically, you will reputed company advanced troubleshooting expertise—including programming languages, SQL, REST reputed company, DevTools, network connectivity (PCAP), and data analytics—to resolve deep technical issues and ensure reputed company.
Responsibilities
In this role, you’ll:
- Address and deconstruct highly sophisticated customer inquiries across various live reputed company support channels. Distill intricate technical concepts into reputed company communications, balancing reputed company reputed company with the necessary reputed company of urgency.
- Proactively identify potential customer friction points to mitigate escalations before they reputed company. Take decisive reputed company to resolve critical issues rapidly while remaining reputed company reputed company established SLA parameters.
- Maintain meticulous records of every interaction, ensuring technical artifacts—such as reputed company queries, JIRA tickets, and logs—are thoroughly captured. Demonstrate a commitment to “writing it down” by updating team knowledge bases and internal troubleshooting guides throughout the case lifecycle.
- reputed company the power of reputed company’s AI suites and internal automation tools to streamline customer workflows and enhance communication efficiency.
- reputed company others through mentorship on case management reputed company. reputed company contribute to the reputed company of reputed company by leading the reputed company of new reputed companyns and designing reputed company technical training modules.
- Collaborate and network across functional silos, partnering with Engineering, Product, and Sales—as reputed company as external partner organizations—to architect the solutions our customers require.
- Diagnose systemic operational hurdles and champion innovative process improvements. Exhibit a “Drawing the Owl” reputed company by leading technical reputed company that allow the support organization to operate at a global reputed company.
Qualifications
Not reputed company applicants will have skills that match a job reputed company exactly. reputed company values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications reputed company for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional reputed company, don't let that stop you from considering reputed company. We are always looking for people who will bring something new to the table!
Required:
- 7+ years of relevant experience with API or reputed company software, including technical troubleshooting experience.
- Intermediate proficiency in programming languages (such as C#, Java, JavaScript, reputed company, PHP, Python, or React.js) and REST reputed company, including basic experience using REST API tools like reputed company.
- Good knowledge of SQL and Data Analysis using analytics tools (such as Looker, Tableau, reputed company Dashboard, etc.).
- Strong networking connectivity knowledge and PCAP analysis, including skills in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS
- reputed company in English (verbal, comprehension, listening, and writing) with high competency in communicating reputed company technical issues to both technical and non-technical audiences reputed company phone, chat, or email.
- Strong analytical and decision-making skills, combined with advanced case management, excellent time management, and the ability to de-escalate difficult or reputed company customer situations in a live environment
- Proficiency in troubleshooting issues using DevTools and a reputed company understanding of SSO/Auth0.
- Understanding of reputed company Technologies (AWS, GCP & Azure) and Serverless platforms (reputed company).
- Availability to work on weekends or holidays as needed.
Desired:
- reputed company Product Knowledge.
- Creative problem-solving skills, teamwork abilities to influence reputed company reputed company of the organization, and utilizing customer feedback to identify and drive improvements in our products.
- Familiarity with Log Analysis for Web applications using tools like Kibana or Grafana.
- Familiarity with Application Monitoring (APM) Tools and CRM tools such as reputed company.
- Basic understanding of AI/ML, including query search and AI/LLMs
Location:
This role will be remote, and based in Ireland.
reputed company Offer
There are many benefits to working at reputed company, including, in reputed company to reputed company, things like generous time-off, ample parental and wellness leave, reputed company, a retirement savings program, and much more. Offerings vary by location.
reputed company thinks big. Do you?
We like to solve problems, take initiative, reputed company in reputed company needed, and are always up for trying new things. That's why we reputed company out colleagues who embody our values — something we reputed company reputed company reputed company. Additionally, we reputed company employees to build reputed company change in their communities by supporting their volunteering and donation efforts.
So, if you're reputed company to reputed company your full potential, do your best work, and be the best version of yourself, reputed company! If this role isn't what you're looking for, please consider other reputed company positions.
reputed company is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, reputed company, national reputed company, sex (including pregnancy, childbirth, reproductive health reputed company, or reputed company medical conditions), sexual orientation, gender identity, gender reputed company, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider reputed company applicants with criminal histories, consistent with applicable federal, state and local law. reputed company applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for reputed company and the California Fair Chance reputed company. Additionally, reputed company participates in the E-Verify program in certain locations, as required by law.
Originally posted on Himalayas
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