Technical Support Engineer (offline)

We are seeking a Technical Support Engineer candidate who is both deeply technical and customer-friendly, seeing a problem through to resolution, understand IT environments across heterogeneous operating environments. You have to be comfortable speaking with security and customer operation teams.

About us:
Cronica is a blockchain-based platform that enables banks and institutions to generate, authenticate, and retrieve programmable documents securely. It replaces an imperfect system – of physical authentication, susceptible to mishandling and misuse – with a secure and scalable platform.
Built on cutting-edge technologies as Quorum Blockchain, Kubernetes, Docker.
Cronica’s main benefits are:
- Secure and Transparent. Cronica combines the security of a vault with the ease and convenience of a website, for a safe, transparent, and uncompromised document authentication;
- Integrated. Cronica is fully integrated and modular. Built on the blockchain, it provides programmable document authentication with permission-based access to any existing infrastructure;
- Cost reducing. Cronica drastically reduces the administrative burden of document generation, authentication, and retrieval, and minimizes the possibility of human error(i.e., documents cannot be lost or mishandled).
- User-Friendly. Cronica streamlines the document authentication process, removing unnecessary hurdles with a fast and straightforward UI. Documents are instantly retrievable through their unique ID or QR code.

Responsibilities:
- Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution
- Analyzing logs and working side by side with engineers finding issue clues
- Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience
- Serve as an internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible
- Collect information and document bugs with Engineering for product issues that are impacting customers
- Create a process or troubleshooting documentation in the support knowledge base

What You'll Need:
- Good English writing skills
- 2+ years of customer support, technical support, system administration, or related customer-facing role
- Experienced with Linux including console usage
- Experienced with AWS (basic), including AWS console, configuring and running EC2 instances, basic monitoring using Cloudwatch, applying for SSL certificates
- Experienced with troubleshooting web applications
- Understanding Docker and Kubernetes (basic)
- Ability to learn new technologies quickly
- Theoretical understanding of Blockchain
- Have a passion for solving customer issues and advocating for their success

Desired Qualifications:
- Understanding of REST API and Postman
- Experienced with browser developer tools
- Experienced working with security applications such as AV, VPN, Firewall, proxy

What we offer:
- Flexible hours (remote work is possible)
- Training&Development compensation (50%)
- Direct exposure to c-level management
- Medical insurance
- Paid vacation, sick days and Ukrainian national holidays

Interview steps:
- HR interview
- Interview with tech-lead and PM (1 - 1,5 hour)