RRemoteville

How Remoteville checks and expires listings

Teamworks logoTeamworks

Technical Support Engineer

Skills
Athlete DevelopmentOperating SystemsTechnical SupportTicketing SystemsTroubleshootingWorkload PrioritizationWritten
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 2+ years of experience in technical support for a SaaS product.
  • Proficiency in Java, Postgres, and Python.
  • Strong problem-solving mindset.
  • Ability to troubleshoot software and technical issues.
  • Familiarity with ticketing systems such as Zendesk, JIRA, or similar platforms.
  • Ability and willingness to work in shifts, including mornings, nights, and weekends.
  • Excellent verbal and written communication skills.
  • Bachelor’s degree in a related field (Computer Science, Information Systems, etc.).

Nice to have

  • Experience in the athletics industry.
  • Experience using a Teamworks product.
  • Knowledge of API integrations and cloud-based technologies.

Day to day

  • Provide timely and effective solutions to customers, ensuring seamless operation of our software suite.
  • Diagnose production bugs, compile log steps for the engineering team, or resolve issues.
  • Respond to customer inquiries regarding technical problems, diagnosing and solving complex issues.
  • Manage a case queue, prioritizing support tickets based on severity, customer impact, and urgency.
  • Perform data scrubs, uploads, bulk edits, account configurations, system updates, and form conversions.
  • Collaborate closely with the development and product teams, providing feedback and helping refine tools for internal and external customers.
  • Build new tools and utilities to streamline processes and require less intervention.
  • Coordinate and escalate issues to ensure timely resolution for business-critical challenges.
  • Maintain strict adherence to data security protocols while handling sensitive customer information.
  • Guide users through troubleshooting steps while explaining technical concepts in clear, user-friendly terms.
  • Support continuous improvement efforts by identifying recurring issues and providing insights for product enhancement.

Hiring process

  • Email hiring@teamworks.com to request a reasonable accommodation.