Technical Support Engineer (offline)

Job Summary
You will be part of the production support team that handles our client product issues, managing L2 requests and escalations and incidents, interacting with the product development team to find the right fix. In this role, you will monitor the status and metrics of services and devices on a daily basis and perform ad hoc analytic requests to transform data into information, analyze this information to help engineering teams make business decisions.

Responsibilities and Duties
— Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
— Monitor and report metrics and performance of production cloud services and devices on a daily basis
— Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
— Ensure all issues are properly logged
— Conduct quantitative and qualitative analysis
— Perform ad hoc analytics requests
— Provide result interpretations

Qualifications and Skills
— Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
— Hands-on experience with Windows/Linux/Mac OS environments
— Good understanding of computer systems, IoT devices and other tech products
— Ability to diagnose and troubleshoot basic technical issues
— Excellent problem-solving and communication skills
— Familiarity with task management systems (Jira)
— Knowledge of basic Linux commands
— Advanced level of MS Excel
— Passionate team-player
— Good written and spoken English
— Ability to learn quickly

Nice to have
— Computer science fundamentals
— Experience with Looker, Mixpanel, Athena, Tableau
— Knowledge of data structures, algorithms, design patterns
— Knowledge of AWS services, Docker, NoSQL

We offer multiple benefits that include
— Opportunity to influence the products’ quality supporting company mission to make neighborhoods safer
— Challenging tasks and professional growth
— Competitive salary and perks
— PE accounting and support
— 18 paid vacation days per year, paid public holidays according to the Ukrainian legislation
— Social package, including gym membership compensation, medical insurance
— Free office meals, fruits, and cookies
— Educational possibilities, knowledge hubs, and free corporate English classes
— Career plan, professional growth, and semiannual performance review.

About SQUAD

SQUAD is a research and delivery team working on impactful products.

We are gathering top notch minds in domains such as Research, Embedded, Hardware, Mobile, QA, Infrastructure, Delivery, Product and Design, and Analytics to collaborate on the latest smart home security/IoT.

Our modern labs feature test devices and leading optical equipment, creating a unique opportunity to work and innovate on real R&D in Ukraine. We are a growing team that operates with a startup spirit to generate solutions for products and raise the bar with every detail.

We pull together strong performers and foster an environment for creativity and discovery. We believe that the synergy of outstanding people and this environment can tackle any global challenge.

Forget good. Do great in SQUAD.

Company website:
https://squad.ua/

DOU company page:
https://jobs.dou.ua/companies/squad/