Tier 1 Support Engineer

If you are a customer-focused individual with excellent problem-solving skills and a passion for providing outstanding support, we want to ︀︄︇︊︅︀︈︍​︂︆︄︅​︁︁︎︌​︈︂︇︍​︈︆︅️︊︄︈︌︊︎︂︎hear from you! Apply now and be part of our team committed to delivering exceptional service and satisfaction to our customers.

The role
The primary responsibility is to handle customer issues related to products and services through tickets. You will have ︃​︁︃︈​︁︀︁​︂︁︉︂︊︀︂​︂️︀︀​︄︀︀︅​︅️︀︀​️︅︉︆​️︌︂​︎︌︌︍​︉︌︇︉the opportunity to improve processes and customer experience by crafting new knowledge about our product, whilst sharing insights with colleagues and management.

The function of Tier 1 Support is to administrate all incoming requests within SLA, respond to questions, assess, verify, and validate customer submissions, troubleshoot, and resolve in a timely manner, ensuring that the customer experience is at the forefront of our engagement.

This position implies working in 12 hour-shifts (24x7) with 4-5 days off in between. Night and weekend working hours have differentiated pay (25%).
The working schedule is 07:00-19:00 or 19:00-07:00 (during training you will work 8 hours/day, from 09:00 to 18:00).


Responsibilities

• Flexibility to shift coverage of 24x7x365 support model.
• Incident Management and resolution to meet defined SLAs, providing prompt and professional service.
• Diagnose and resolve technical issues quickly and efficiently, using problem-solving skills for platform issues (including log file investigation).
• Establish correct prioritization upon case submission and transfer complex issues to Tier 2 or Tier 3 Support teams.
• Provide positive written and verbal communication with the customer.
• Gather and analyze metrics from applications to assist in performance management and fault finding.
• Implement configuration changes for cloud customers.
• Provide information regarding infrastructure settings and hardware loads.
• Queue Management to ensure timely and effective follow-up.
• Create and maintain technical documentation for procedures related to managed IT applications/solutions.
• Ensure escalations are owned, followed up, and resolved satisfactorily.

Requirements

• Bachelor's degree preferred in a technical field or equivalent
• Computer Science, Engineering, or commensurate experience in software
• Experience in SAAS /telecommunications support, fast-paced environment
• Provide effective, informative, and timely communications
• Exceptional analytical skills, including the ability to figure out how things should work, identify patterns and trends
• Excellent interpersonal, organizational, and customer-facing skills
• Strong technical awareness and aptitude, with the ability to learn new technologies
• Good IT skills - (Windows/Linux, Monitoring - Grafana, Cloud Computing, databases & Excel)
• Fluent written and spoken, English
• Shift coverage

Nice to have

• Experience with Support processes, Kubernetes fundamentals, Azure, ITIL, and BI systems
• Salesforce/Service Cloud knowledge

What we offer:

• Attractive salary;
• Meal tickets and Gift card;
• A monetary bonus (KPI) for the top performer each month;
• Private healthcare (Regina Maria – Premium partner);
• The opportunity to work from our central office & remotely, from home;
• Top-notch equipment;
• Professional courses and certifications;
• An amazing working environment;
• Kind and professional people to work with;
• Social events (Teambuilding, Christmas party, Barbeque meetings, etc.).

We are a team of software engineers based in Bucharest, Romania. We believe in technical acumen as opposed to headcount, in close personal relationships as opposed to large corporate cultures. We don't want to grow, unless we grow right. But we are growing fast.

We do outsourcing work for companies in Western Europe. 100% of our work is contracts with non-domestic companies. Over the years we perfected our system of being in-house while working on a different time-zone. And we think we got it right.