Technical Support Engineer (Department)

Our position is open in the Support team at Sigma Software, where you will join a team of 25 professionals at Junior, Middle, and Senior levels. 

During the probation period, we will provide you with a mentor to help with all routine tasks and work-related matters. 

As we work with Customers across different countries and domains, it’s difficult to specify a particular project. However, we can confidently say that you will work extensively with Atlassian products, especially Jira. 

Working hours are from 10:00 am to 7:00 pm according to your local time, with the possibility of on-call duties in the future. 

Responsibilities: 

• Respond promptly and professionally to Customer inquiries and technical support requests  
• Secure the agreed levels of service are met according to the Service Level Agreement (SLA) 
• Analyze Customer traffic to identify undetected threats and false detections, primarily using ElasticSearch and BigQuery (SQL) 
• Diagnose and troubleshoot complex technical issues related to software applications, hardware, and network systems 
• 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 year of experience in Technical Support role  
• Hands-on experience with analyzing large and complex data sets (data manipulation, statistical analysis, conclusions, etc.) 
• Experience working with Jira and a desire to continue developing in this direction 
• Knowledge of web architecture and protocols (CDN, HTML, DOM, JS, HTTP, HTTPS, IPv4/v6, etc.)  
• Experience with SQL and JavaScript  
• Hands-on experience in troubleshooting technical issues, using tools, logs, and diagnostic techniques 
• Basic understanding of network configurations 
• Analytical mindset and data-driven decision making 
• Customer-facing and communication skills  
• An Upper-intermediate level of English