SaaS, L3 Technical Support Engineer (English) (offline)

What You Will Do:

- Handle tickets that are escalated to L3 from L2 and if they are unable to solve the issue;
- Escalating unsolvable issues to R&D (creating tickets in Jira);
- Hold screen-sharing sessions with customers when in need to access their environment;
- Provide standby to L2 agents on certain screen shares;
- Being the liaison between R&D and the customer for any bugs/code fixes they might have;
- Work closely with other departments and teams to meet and exceed customers expectations.


What Do You Need To Succeed:

- Outstanding English communication skills written and verbal, C1 level;
- Proven experience in L1-L2 Tech Support;
- Be able to debug JavaScript (do not have to know how to code);
- Experience and knowledge of ticketing systems, environment monitoring tools, etc. (we use Jira, Salesforce, DataDog, Imply, MySQL);
- Understanding of IDP configurations, Single Sign On, GPO/SCCM management, troubleshooting browser extensions, etc.;
- Analytical & troubleshooting skills;
- Hands on working knowledge of customer relation management, ticketing and tasking products.

Will Be a Plus:
- Background in QA.

Benefits:
- Remote work from Ukraine;
- Schedule: 15:00-00:00 with one-hour break, no night shifts, fixed weekend;
- Competitive compensation in USD;
- Financial and professional growth;
- Paid intensive training and trial period;
- Great management with no bureaucracy;
- Good bonuses for referring friends (referral program);
SupportYourApp Medical Policy.

The cherry on top is you'll get an IT business and support skill set second to none.

About SupportYourApp

SupportYourApp is a team of like-spirited people determined to make the world a happier place, one satisfied customer at a time.

We treat our team like our clients, surrounding them with an unlimited care, individual approach, and a wholesome positive experience.

We’re interested in people’s professional growth and invest in their development: most of our management was promoted within the company.

Working at SupportYourApp includes:

Team of like-minded peers
Flexible schedule
Greenhouse conditions for self-development
Creative and unique art-office (https://officesnapshots.com/2021/04/28/supportyourapp-offices-kyiv/)
Opportunity to work remotely
Cooperation with the world-known projects
Mind-blowing corporate events and social activities
Casual cooperative work environment
Amazing team connectivity
Responsive management interested in your growth

If you’re looking to:

Polish your language skills
Help customers around the world
Meet warm, intelligent people
Maintain life-work balance

Apply now!

SupportYourApp is a global company, striving for diversity and inclusion. We welcome people with various backgrounds and experiences. Bring your unique personality and thrive with us!

Check us on:

Instagram: https://www.instagram.com/supportyourapp/
YouTube: https://www.youtube.com/SupportYourAppTV
Discover our manifesto: https://www.youtube.com/watch?v=qYb9-CXQoKQ
Read more on our website: https://supportyourapp.com/
Our social activities: https://supportyourapp.com/social-activities/

We are a multinational company with unbiased views. The assessment of candidates is not affected by such characteristics as race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in provision of employment opportunities and benefits.

Company website:
https://supportyourapp.com/

DOU company page:
https://jobs.dou.ua/companies/supportyourapp/