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Technical Support Engineer
Skills
Analytical SkillsEnglishOperating SystemsSecurity TestingSplunkTechnical SupportTicketing Systems
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Bachelor's degree in a technical field or 2+ years of experience in a technical support role.
- Experience with ticketing systems (e.g., Salesforce, Jira)
- Knowledge or exposure to programming environments – not necessarily as a developer (e.g., Java, Python, JavaScript, C#)
- Basic understanding of cloud-hosted applications
- Familiar with various operating systems (e.g., Windows, Linux, OS X)
- Excellent analytical, problem-solving, and time-management skills
- Outstanding communication skills in English (written and verbal)
Nice to have
- Experience with SDLC and DevOps tools (e.g., GitHub, Azure DevOps, Jenkins)
- Familiarity with containerization (e.g., Docker, Kubernetes, OpenShift)
- Familiarity with cloud environments (AWS, MS Azure)
- Familiarity with identifying open-source licenses and copyrights
- Familiarity with Splunk and writing basic queries.
Day to day
- Conducting initial analysis and providing the first response to incoming customer issues.
- Technical troubleshooting, replicating issues and offering solutions or workarounds.
- Providing prompt and accurate support through Mend.io support portal.
- Ensuring positive customer experience as the initial point of contact.