Tech Support L1 L2 L3

Job Description

We are looking for worldclass talent to join a crack team of engineers product managers and designers. We want people who are passionate about creating software that makes a difference to the world. We like people who are brimming with ideas and who take initiative rather than wait to be told what to do. We prize teamfirst mentality personal responsibility and tenacity to solve hard problems and meet deadlines. As part of a small and lean team you will have a very direct impact on the success of the company.

As a Technical Support Engineer you will be responsible for:

Helping resolve issues raised by internal users at any time

Responding to issues raised by chat or over the phone

Assisting customers and team members with the efficient operations of network infrastructure and systems

Contributing to a 24/7 team (in shifts; when applicable)

Evaluating situational urgency and if needed educating users how to properly report issues

Applying quick fixes when possible and investigating possible root causes

Identifying and communicating with the relevant Development team to assist and/or plan for longterm fixes

Linking Support tickets with their longtermfix ticket enriching them with investigation results surfacing overall progress of issue resolution

Maintaining the Support Runbook documentation along with the Development teams

Communicating trend analysis to the product team

Job requirements

Solid Computer Science fundamentals excellent problemsolving skills.

Understanding of computer hardware software and maintenance

Good at communicating in written form complex issues to both technical and nontechnical audiences

Ability to adapt support offering to all levels of end user including senior management and executives

Bachelor s or Master s degree in Computer Science or related field from a top university.

Able to work within the GMT8 time zone

What we offer

An exciting and passionate working environment within a young and fastgrowing company

The opportunity to work with a high performing team

A competitive salary package

The ability to work from anywhere in the world (assuming a stable internet connection)

The chance of being a fundamental part of the team and make a difference

What will the process look like

Application: you will submit an online application form which will take you less than 10 mins to complete

Test: you will take a 60 min online test

Interview: there will be 12 rounds of interviews