Role name: Support Tech Specialist (STS)
Role description: This is a specialized technical support role with advanced engineering tasks. The STS will need to acquire deep knowledge of the services we support and maintain. They will need to be able to response to questions from customer facing support teams, troubleshoot advanced problems and provide resolutions. Understand logs and needed configurations to work with software vendors on ticket escalations. The STS will also need to have proper understanding of service operations, they will need to build metrics, alerts, dashboards, report and sustain service SLAs regarding response time, incident resolution, service uptime, etc. They will also need to develop automation, deployment pipelines, review code to find and correct possible bugs and other kind of failures. In this way, the STS will need to own the entire lifecycle of such SaaS solutions post-implementation, including not only basic features but a full understanding of internally developed integrations.
Basic requirements:
3+ years experience in technical support roles of software applications.
3+ years expertise programming using Python, Java, NodeJS or similar scripting languages.
3+ years experience administering Windows and Linux environments and scripting (Bash,PowerShell, enterprise networking, OS policies and software installation).
1+ years of experience having worked doing pipeline automation or DevOps functions.
1+ years experience working in Agile environments, experience with ticketing systems.
Advanced knowledge of Cloud infrastructure (Google Cloud, Azure or AWS in specific as a plus)
Professional English proficiency.
Bachelor's degree in Systems (or currently enrolled)
Additional preferences:
- Experience supporting videoconferencing and online collaboration tools like Zoom, Slack or Webex.
- Experience in consultancy or customer facing technical roles.
- Project management, writing of technical documentation.
- Advanced networking knowledge (CISCO CCNA or similar certifications).