Engineer - Support

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