Middle/Senior Technical Support Engineer (offline)

We are searching for an enthusiastic candidate willing to develop and grow in the Technical Support direction. 

If you want to start or continue your career in an international IT company, here we are. Our support team is growing and looking for new members to join and provide the best service for our customers. 

We are looking for a Support Engineer to start new projects and help with existing ones. 

 

Customer

 

Our client has rapidly become one of Europe’s most swiftly expanding fintech companies. They manage all aspects of financial operations, from generating virtual cards to facilitating wire transfers and maintaining customer account balances. As a payment institution, our client provides a platform that integrates financial services into its product, encompassing features like account management, card payments, bank transfers, and additional services.

 

Requirements

 

- At least 3+ years of experience in a technical support role

- Good knowledge of SQL and API is a must

- Proficiency in troubleshooting complex technical issues using tools, logs, and diagnostic techniques

- Understanding of web technologies

- Strong customer service orientation and the ability to effectively communicate technical information to both technical and non-technical individuals

- Understanding of networking protocols and tools to capture and analyze network traffic

- Knowledge of log management tools and techniques

- Proficiency in backup management tools and processes to perform regular backup cleanups

- Experience in certificate management, including generating, renewing, and installing SSL certificates

- Understanding of Linux OS and ability to use various commands in terminal

- Basic understanding of network configurations

- Knowledge of Git

- At least basic knowledge of Docker

- Upper-Intermediate level of English

 

Would be a plus

 

- Experience with JavaScript / Python

 

Responsibilities

 

- Respond to customer inquiries and technical support requests promptly and professionally

- Ensure the agreed levels of service are met according to the Service Level Agreement (SLA)

- Diagnose and troubleshoot complex technical issues related to software applications, hardware, and network systems

- Collaborate effectively with cross-functional teams, including developers and QA engineers, to ensure timely resolution of customer issues

- Conduct in-depth analysis of customer problems, identify root causes, and implement effective solutions

- Maintain accurate and detailed records of customer interactions, technical issues, and resolutions in the ticketing system

- Monitor and analyze system performance and availability, identifying and addressing potential issues to minimize downtime

- Participate in the creation and maintenance of technical documentation, knowledge base articles, and troubleshooting guides

- Assist in testing and validating software releases and updates before deployment to ensure quality and reliability

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