Technical Support Engineer (Visual platform)

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 is developing a cutting-edge visual platform designed to help others enhance their web experience and make the process of web browsing smooth on any device.

Project

The project is a new vision for Internet Search. Its domain is a data visualization platform that processes, visualizes, and stores big volumes of data to create a unique user experience.

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

Requirements
- At least 1,5 years of experience in a technical support role
- Proficiency in troubleshooting complex technical issues, using tools, logs, and diagnostic techniques
- Understanding of web technologies (ex. HTML, CSS, JavaScript, APIs, etc.)
- 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
- Understanding of backup management tools and processes to perform regular backup cleanups
- Understanding of certificate management, including generating, renewing, and installing SSL certificates
- Understanding of Linux OS and ability to use various commands in terminal
- Basic knowledge of network configurations
- Upper-Intermediate level of English

About Sigma Software

Sigma Software is a place where Nordic Traditions meet Ukrainian Spirit to create Superior Software. We combine the best practices and approaches from Swedish and Ukrainian cultures. Taking high demand for quality, minimal hierarchy, freedom of decision-making, and attention to every opinion from Swedes, as a Ukrainian company we demonstrate flexibility and dedication to every project and every customer.

We are IT consulting and software product company with development offices in Ukraine, Sweden, the USA, Canada, Poland, and Australia. We deliver smartest solutions to our customers in the areas of government, telecommunications, advertising, automotive, gaming, and others. Being a part of Sigma Group, one of the largest Nordic IT corporations, we are a global player with more than 5000 employees in 12 countries and over 1500 in Ukraine.

We work with startups, software houses, and enterprises providing the products and services that suit our clients the most. Company`s R&D centers are mastering the trending technologies and directions: Infotainment, AR/VR, Blockchain, Machine Learning, Data Science, Artificial Intelligence, and others.

Company website:
https://career.sigma.software/

DOU company page:
https://jobs.dou.ua/companies/sigma-software/