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09.11.2019

Technical Support Engineer

Developex
IT - разработка ПО

    We are looking for a Technical Support Engineer to provide support to our customers.

     

    A successful candidate should be responsible, good at problem solving, enjoy making things work and helping people, able to set priorities correctly and work under time constraints. A certain degree of technical skills will be needed (most of which can be learned on the go), but more importantly, the candidate should demonstrate fluent English, excellent oral and written communication skills, and the ability to learn new skills quickly.

     

    The position combines 2nd line support duties with 1st line support activities, as well as a number of QA tasks. Close collaboration with 3rd line, QA, Development and Product teams are a big part of this job, so teamwork aptitude is a must. The person in this position is expected to master the product from both the support and daily use perspectives.

     

    Essential duties:

    • Provide Level 2 support to customers by troubleshooting, investigating and resolving technical issues within the software;
    • Work closely with 3rd line support developers, mainly by reproducing and documenting the scenarios leading to the issues;
    • Create clear and concise guides, manuals and other explanatory documentation for the customers;
    • Identify customer needs and translate them into enhancement requests for the Product team;
    • Keep track of support fixes and bug type charts;
    • Write and edit knowledge base articles;
    • The position currently includes all 1st line duties:
    • Direct customer communication though ticket system, email, instant messaging, phone calls and remote sessions;
    • Register, maintain and close support tickets;
    • Provide customers with ticket status and work in progress updates;
    • QA activities carried out in this position are:
    • User acceptance and regression testing of fixes produced by 3rd line;
    • User acceptance and regression testing of hotfixes, patches and new releases;
    • General manual testing before releases in collaboration with the QA team;
    • Testing database scripts in collaboration with the DBA;
    • Keeping track of test results, reporting to QA lead.

     

    Requirements:

    • Fluent in English (Advanced level) - all documentation and communication with customers and within the organization is carried out in English;
    • Customer service-oriented mindset;
    • Strong communication skills;
    • Ability to work both individually and as a member of a team;
    • Multitasking;
    • Quick learner;
    • Basic understanding of software development and deployment processes.

     

    Beneficial skills, knowledge and experience:

    • Experience in software industry is desirable;
    • Experience in customer support (especially software customer support) is highly desirable;
    • Experience in Software Quality Assurance is highly desirable;
    • Database experience is desirable, but basic understanding of MS SQL will suffice.

     

    We offer:

    • Comfortable and flexible working schedule;
    • Comfortable office in the old center of the city (Podil);
    • Meeting, lounge and sleeping rooms in the office;
    • Social benefits, paid vacations and sick-leaves;
    • Yoga classes, table tennis and football on-site;
    • Customizable business lunches in the office or compensation of medical service;
    • Free fruits and sweets, unlimited milk-tea-coffee-oatmeal;
    • Various team-building activities at will;
    • Paid trainings and seminars;
    • English classes in the office.