Technical Solutions Specialist
1 week ago
The technical support team plays a vital role in ensuring smooth operations and timely resolution of both critical and low-priority requests.
We manage escalations from initial support, assist the incident management team during urgent incidents, and proactively monitor alerts to prevent disruptions. Our scope also includes troubleshooting complex technical issues, supporting customer configurations, and creating knowledge base articles for recurring problems.
Your Key Responsibilities- Responding to and resolving escalated technical issues from initial support.
- Assisting with critical incidents escalated from incident management.
- Helping customers with configuration issues and questions.
- Maintaining monitoring and alerting, reinforcing a proactive issue response mindset.
- Collaborating with other support teams and developers to resolve more complex challenges.
- Supporting initial support with training, knowledge base articles, and mentoring.
- Creating knowledge base articles by identifying and documenting solutions for repetitive issues.
- Staying up-to-date with the latest technology trends and advancements to provide the best possible support.
To be successful in this role, you will need:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience working in a production/application support role.
- Strong knowledge of hardware, software, and network systems.
- Familiarity with querying languages like SQL, JQL, and LookML.
- Experience with tools such as New Relic, Sumologic, Jira, and Gitlab.
- Automation experience using scripting tools like Postman and VS Code.
- Experience with troubleshooting and resolving complex technical issues.
- Able to read error messages and stack traces and translate them into action.
- Knowledge of cloud-based services such as AWS.
- Experience with RESTful JSON services is a plus.
- Excellent communication and interpersonal skills.
- Excellent written and verbal communication skills in German and English.
- Ability to work well in a fast-paced and constantly changing environment.
- Customer-centric mindset with a strong focus on delivering exceptional service.
- Familiarity with Zendesk (ticketing), Confluence (documentation), and Slack (team communication).
You'll love working here because we're an award-winning remote-first company that values diversity, equity, and inclusion. We offer a comprehensive design, digital, and print solution that empowers small businesses to succeed. Our Vista Behaviors guide our actions and decisions, ensuring we maintain a culture of fairness, respect, and belonging.
About UsWe exist to help our customers bring their dreams to life. Each dream is unique – and so are we. We believe in the unique contributions of everyone within our global organization. We strive to be role models and live an inclusive culture of fairness, respect, and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.
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