Technical Support Engineer

At Trustonic our products are making a difference across the world. One moment we’re ensuring low-income families worldwide can access the life-changing benefits of an internet-enabled smartphone. The next we’re protecting the safety and integrity of the vehicles we drive and the devices we care about.

We pride ourselves on living by the Trustonic culture code, a blueprint for our journey that recognises that great working environments don’t guarantee success, but bad ones almost always ensure failure.

Working here, you’ll find a company that celebrates its diversity and is looking to do the right thing: for each other, the community and the planet. We believe in equal opportunities and take to heart the old African proverb ’If you only want to go fast, go alone. If you want to go far, go together’.

We work flexibly when and where we’re at our best, but regardless of how you choose to work, we’ll make sure you feel like one of the team.

Click here if you would like to find out more about Trustonic's culture code.

If you would like to work in a fast-moving global technology company, with great ambition, then we’d love to hear from you!

A bit about the team and what you'll deliver...

We are looking for Technical Support Engineers to join our team in South Africa and India. Reporting to the Head of Technical Support you will be responsible for supporting customers by solving complex technical issues in both production and non-production environments for Trustonic products. Our Support Engineers are key contributors to the global product organisation. They play a pivotal role in solving complex issues within our customer base. Individuals in this role are passionate about working with customers and display that passion by making every interaction an exceptional experience. We look for individuals with a great personality, communication skills, and an ability to solve technical customer problems in a fast and efficient manner.

As a Technical Support Engineer you will be responsible for:

• Resolving complex technical support requests in both production and non-production environments.
• Collaborating with support & other teams to provide high-quality and effective customer experience, with exceptional communication skills.
• Accepting and troubleshooting customer cases submitted to a global queue.
• Leveraging the Knowledge Centred Support (KCS) methodology for solving and documenting case resolutions.
• Author, publish, and evolve KCS articles as a by-product of solving issues.
• Communicating technical details in a clear, concise manner.
• Continuously learns new skills, technologies & products, keeping up with Trustonic SaaS Platform.
• Participating in regular testing of the product, including new releases.
• Helping to improve all customer-facing documentation in areas of expertise (Wiki & Zendesk)
• Demonstrating the ability to work within support tools and manage work volume as communicated by the manager.
• Providing timely updates and manage customer expectations.

Who you are...

As a Technical Support Engineer you are/you have:

• 4+ years of related experience and/or bachelor's degree with 2-4 years’ experience
• Preferred Support experience in JIRA & Zendesk
• Skills in SQL DB, Linux SSH Keys and certificates, Git, APIs
• Basic knowledge of BASH scripts/Python and Knowledge of AWS
• Ability to read, write, and speak English fluently, communicating complex technical problems and solutions to customers of all skill levels while being personable.
• Exposure to mobile technologies (extremely advantageous)
• Fluency in English is required as it is the business language, globally

What make you, you...

As a Technical Support Engineer you:

• Are receptive to change – flexible, seeks and adopts improved approaches and processes.
• Initiate action and are results-oriented, taking responsibility for actions and outcomes. Meets commitments and strives for high performance.
• Manage the workload - make timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.
• Are technically proficient – knows role and has a solid familiarity with tasks and responsibilities.
• Take responsibility for your own learning - knows personal strengths and recognises development needs. Is open to feedback and always seek to learn.
• Communicate ideas – strong facilitation and written communication, proposes a way forward. Listens to views of colleagues and takes in diverse perspectives.
• Work collaboratively – shares information, fosters teamwork and contributes to positive work environment where people want to come to work. 
• Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the Culture code and acts as a good citizen of Trustonic.

• Engineering degree, or relevant experience

#LI-Remote

Trustonic is an equal opportunity employer.  We do not discriminate on any grounds. We empower, engage, enable and value differences between people, including; different races, ethnicities, genders, ages, religions, disabilities and sexual orientations, with differences in education, backgrounds, skill sets, experiences and knowledge.