Unumed

As a Junior/Mid-Level Technical Support Engineer at Unumed, you will be at the forefront of providing technical assistance and support for incoming queries and issues related to Unumed’s products. You will leverage tools like Grafana, InfluxDB, Jira Service Management, and Sentry – among others – to monitor, analyse, and resolve issues, when doing incident management. 

Additionally, you will create, research and manage bug tickets for doing problem management, when not on active call. These could be simple issues that you can address directly (in Typescript) or escalate to the other engineering teams.

Responsibilities

As a Junior/Mid-Level Technical Support Engineer, your responsibilities will include:

• Providing technical support for issues reported via Jira Service Management and Sentry, by using tools such as Grafana, InfluxDB and codebase knowledge.
• Monitoring and analysing system logs to identify and resolve issues.
• Creating and managing bug research and tickets according to the internal company guidelines.
• Fixing simple bugs in Typescript.
• Documenting support cases and technical procedures accurately.
• Communicating effectively with customers and internal teams to provide timely updates and resolutions.
• Participating in training and continuous improvement initiatives to enhance your skills.

Skills

As a Junior/Mid-Level Technical Support Engineer, you should possess the following skills:

Behaviour and Team

• You have a proactive approach with a willingness to ask questions and seek clarity.
• You are a strong team player, ready to assist colleagues when needed.
• You have a curious mindset with a drive to gain a deeper understanding of the systems you support.
• You are independent and self-driven, capable of managing tasks with minimal oversight.
• You are able to identify when you are blocked and proactively seek assistance to get unblocked.
• You are capable to clarify feature requirements to ensure thorough issue resolution.
• You can receive feedback constructively, understanding it as professional and never personal.

Technical

• You have working experience with GIT.
• You have working experience with Typescript and MongoDB.
• You have in doing bug research (problem management), writing bug reports, support cases, and other technical documentation.
• You have a clear understanding of support methodologies and can apply your knowledge effectively.
• Experience using Jira Service Management and Sentry for issue tracking and monitoring is a valuable plus.[IS1] 
• Experience with concepts from the Software Development Life Cycle (SDLC) is a valuable plus.
• Experience working with log management systems like Grafana and InfluxDB is a valuable plus.

What We Offer

• No bureaucracy: You will have up to 1 hour of prescheduled meetings weekly.
• Room to grow: You are encouraged to learn new things and will receive mentoring on topics related to your position, as well as access to paid training libraries.
• Smart approach: You will be involved in meaningful tasks rather than repetitive, low-impact activities.
• Your feedback matters: You have a say in the support process and are encouraged to share your perspective.
• Autonomy: at start there will be some core hours of availability, while the rest of the tasks can be done flexibly, as long as the deadlines are met. The role will start by shadowing/following a senior colleague. Once autonomous there will be the need to work following an on-call schedule of 8h/day shifts.