Engineer - Support

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.
 

Job Summary

The company’s explosive growth and ambitious business goals require a Support Engineer capable of navigating a complex, highly dynamic and fast-paced environment. We’re one of the few legitimate companies offering jobs that are 100% remote, work from home.

Responsibilities and Duties:

• Take ownership of support incidents and use all available resources and knowledge to resolve them

• Participate on emergency call-outs as 2nd chair to assist L1 engineer and learn

• Prepare or Update Knowledge Base articles with the solutions provided by you

• Consistently improve the quality of your work by internalizing the feedback and coaching you receive from regular reviews of your completed tickets

Eligibility criteria is as below:

• 1-2 years experience in a technical role - preferably in Support/Managed Services

Technical Skills required:

• Shell script writing for simple tasks or troubleshooting

• Know your way in Linux/Unix: basic navigation, creating and running scripts, basic diagnosis commands.

• Know your way in a RDBMS (DB) environment: SQL query writing

• Basic networking knowledge and practical understanding of TCP/IP protocol. Network trace analysis skills are a big plus

• Familiarity with telecommunications protocol standards (especially SS7/SIGTRAN and Diameter) is a big plus

• Familiarity with hardware (servers, storage devices) is a plus

Soft Skills required:

• Ability to communicate confidently with technical customers using perfect written and spoken English (Spanish is a plus)

• Customer advocacy, empathy and keen attention to detail

• Experience troubleshooting and solving technical problems

• Problem solving and troubleshooting skills

• Knowledge base article and playbook preparation for building up team reference