SaaS Tech - Software Support Engineer
SaaS Tech - Software Support Engineer
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Job Description
We are seeking a dedicated and skilled Technical Support Engineer to join our team. The ideal candidate will be responsible for providing highquality technical support to our customers troubleshooting issues and ensuring a seamless user experience. The role requires a strong understanding of Linux and SQL databases along with excellent communication skills.
Key Responsibilities:
- Respond to customer inquiries via support portal and email providing timely and accurate solutions.
- Conduct root cause analysis to identify and resolve recurring issues.
- Utilize SQL to query and analyze database information for troubleshooting purposes.
- Collaborate with engineering and client facing teams to escalate and resolve complex issues.
- Arrange and attend virtual meetings with clients client teams and engineering to resolve complex technical issues.
- Create and maintain technical documentation FAQs and knowledge base articles.
- Provide training and support to customers on product features and functionalities.
- Monitor system performance and provide feedback for product improvements.
- Assist in the onboarding of new clients and provide ongoing support as needed.
Qualifications :
- Bachelors degree in Computer Science Information Technology or a related field (or equivalent experience).
- 4years of hands on experience in IT support with Linux
- 3 years of experience in working with relational databases (e.g. MySQL PostgreSQL SQL server)
- Proficient in English and Spanish
Preferred Skills:
- Strong ability to communicate with clients and provide guidance
- Strong troubleshooting skills and ability to analyze complex technical issues
- Ability to work independently and as part of a team in a fastpaced environment
- Excellent verbal and written communication skills
- Excellent organization skills.
- Strong customer service orientation
Addition desired skills:
- Knowledge of programming languages (e.g. Python Java)
- Experience with Jira and Hubspot
- Familiarity with software development processes and methodologies (Agile waterfall etc)
Additional Information :
Why join our team
Culture and Growth:
- Global team with a creative innovative and welcoming mindset.
- Rapid career growth and opportunity to be an outstanding and visible contributor to the companys success.
- Freedom to create your own success story in a high performance environment.
- Training programs and Personal Development Plans for each employee
Benefits:
- 25 vacation days (from day one!) 7 extra bank holidays
- 30 Aguinaldo days payment
- Savings Fund (5% contributions from Employer and 5% from Employee)
- Major medical insurance Vision and Dental (Extended to spouse and children)
- 12 Weeks Paid Maternity and Paternity Leave
- Work from Home Equipment allowance
- Flexible Work from Home policy 2 days home p/w
- Flexible Work from Long Distance 4 weeks a year
- Sponsored Learning Opportunities
- Team Socials
Stay connected with us on LinkedIn or keep an eye on our career page for future opportunities!
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
