Tech Support Specialist
22 hours ago
We are seeking a talented Support Engineer to join our team. This role is a great opportunity for someone who wants to work with customers, collaborate with cross-functional teams, and contribute to the development of our software.
About the Role- This posting is for a Shift role, working hours are from 23:00 to 08:00 UTC - Sunday to Thursday.
- Customer Support: Support a mix of Self-managed and SaaS customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing.
- Collaboration: Collaborate with our Product, Development, Infrastructure, Customer Success and Sales Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy.
- Documentation: Create and update documentation based on customer interactions.
- Team Collaboration: Collaborate with Support team members (through Pairing Sessions) and other team members.
- On-call Coverage: Participate in regular rotations for weekday and weekend on-call coverage, providing emergency support to our customers.
- Customer Facing Skills: Experience in managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution.
- Tech Knowledge: Excellent Linux systems administration knowledge (equivalent knowledge). Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails).
- Git and CI/CD: Experience with Git and CI/CD.
- Communication Skills: Expertise in writing support content. Ability to communicate complex technical topics to customers and coworkers of varying technical skill level.
We are an open core software company that develops a comprehensive AI-powered DevSecOps Platform. Our mission is to enable everyone to contribute to and co-create the software that powers our world.
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