Job Description
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