Working hours: Monday - Friday 9am-6pm UTC
The Role
As a Product Support Engineer, you are a motivated and enthusiastic individual with a passion for technology. You will work closely with our operations and engineering squads, triaging and troubleshooting frequent cases. Communication skills, flexibility and a desire to learn are essential, as well as the ability to work on multiple concurrent priorities through chat, tickets and calls.
This is a unique opportunity to join our team and make a difference in a growing, innovative company.
In This Role You Will
- Monitor operational pager alerts in an efficient and timely manner.
- Improve customer self service through better processes and documentation.
- Troubleshoot customer and vendor concerns quickly and efficiently to maintain the highest standards of professional customer service.
- Liaise with your technical peers for resolution of escalated cases.
You May Be Fit For This Role If You Have
- Strong customer-focus, interpersonal and communication skills.
- Excellent listening and questioning skills, combined with the ability to interact confidently with clients to assess problems and explain solutions.
- Continually looking to solve problems.
- Understand issues and requirements well in order to provide solutions.
- Outgoing and socially interactive.
- A self starter looking to assist at any moment and to take the initiative.
- Balancing daily workload and multi-tasker who can effectively prioritize work.
What We Value
- Experience in a product support/application role.
- Voice over IP experience with the SIP signalling protocol or other related telephony protocols.
- An understanding of general web technologies such as API/SDK's.
- Confidence with technology and the Internet.
- A natural curiosity and experience in applying technology to resolve customer issues.
Technologies We Use
- A variety of languages including Python, Java, Elixir, Scala, Go, Angular, and React.
- Open-source technologies like Cassandra, Spark, and ElasticSearch.
- Industry-standard build tooling, including Docker, Consul, Jenkins, Ansible, Github and Kubernetes.
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