Metricly is a SaaS platform that allows DevOps organizations to easily manage and optimize their spend in the public cloud while providing the assurance their resources are performing properly through a collection of OS and application level integrations packaged with its real-time monitoring suite
Responsibilities
You will be responsible for product support via online collaboration tools, email, and telephone during business hours. Focus on customer care and compliance is critical for this position. You will report to the Director of Technical Support and the SaaS technical support team lead. Minimal to no travel is required.
Log support cases reported by customers, partners, and sales engineers into a problem tracking system.
Gather all necessary information and documentation by asking accurate, concise questions in a professional and timely manner.
Answer technical questions related to the use of the software via the user interface, the API, or system agents deployed on customer servers.
Troubleshoot basic performance and configuration problems.
Maintain available status to take phone or email cases throughout the workday.
Analyze and classify customer-reported problems as software defects, system problems, or education problems.
Monitor problem resolution and regularly report on progress to the customer.
Timely resolution of all identified system problems.
Other responsibilities:
Assist with keeping the SaaS support site information current and accurate.
Contribute and help support the user community by maintaining product troubleshooting tips and best practices.
Provide feedback to Product Management for new product enhancements.
Collaborate with development and DevOps teams to isolate platform-related performance issues experienced by end-users.
Assist in maintaining open-source projects by contributing fixes and enhancements to various code repositories.
Participate in an operations on-call rotation acting as the front-line responder to production issues.
Technical Expertise Required
Required Skills:
Significant experience in supporting commercial software products operating in Microsoft Windows and UNIX/Linux environments.
Proficiency with hands-on troubleshooting, logs, and using Windows & Linux CLI.
Proficiency with ZenDesk, GitHub, Slack, Atlassian (JIRA, Confluence) and Microsoft Office products.
Strongly Desired Skills:
Basic working knowledge of Amazon Web Services platform (AWS)
UNIX (Solaris, HP-UX, or Linux) system administration skills.
Experience with one or more scripting language(s)
Experience supporting SaaS based products
Knowledge of Cassandra and PostgreSQL database technology
Working knowledge of Kibana
Experience with DevOps practices
Knowledge of SQL language
Webmaster experience
Personal Qualifications
You are required to have a College degree in a computer-related discipline with 3 to 5 years of relevant industry experience. In addition, the contractor should be able to demonstrate the following:
Superior technical skills.
Analytical, rigorous, and very “hands-on” approach to problem solving.
Common European Framework of Reference for Languages (CEFRL) C1 or C2 level in spoken English and C2 level in written English.
Outstanding grammar, a unique written voice, and the ability to break down complicated ideas and explain them simply.
A strong dedication to quality and customer service.
Independent problem solving and troubleshooting skills.
Ability to work independently with minimum supervision.
Ability to learn new technologies and software quickly.
Proven effectiveness in small team environments.
About Softesis
We are a company based in Odessa that specializes in creating and running dedicated teams and offshore sites for our US customers. We’ve been on the market for 3+ years and already have multiple divisions and 100+ people on board.
We truly believe that the best way to do business is to concentrate on long-term partnerships vs. short term projects, that’s why all our team members are hired solely for a particular customer and work directly with customer’s team. Both us and our customers treat every person not as a human resource and but as a team member that is involved and appreciated.
We’re constantly expanding and looking for talents for both on-site and remote cooperation. Check out the list below for something that might be relevant for you. Look forward to hearing from you.
Company website:
https://softesis.com/jobs
DOU company page:
https://jobs.dou.ua/companies/softesis/
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