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Technical Support Engineer

Greetings! My name is Maria, I am looking for a Technical Support Engineer to join the team of my Estonian customer REMOTELY.


Project: a high-performance, open-source platform for launching decentralized applications on the Solana blockchain using the same programming languages and developer tooling as Ethereum. Ethereum developers can scale performance and access new liquidity without significant code changes, or build scalable applications from day one.


Conditions:


Remote

Recruitment process: 2 interviews

Direct contract

Full-time

Long-term

Holidays: 24 working days during a year, with compensation if not taken


Responsibilities:


  • Advise valued customers and business partners on best practices and integrations with Neon products
  • Document and share customer feedback and feature requests with Product and Engineering teams to aid in development priorities
  • Resolve technical issues by filing, managing, and evaluating bugs and improvements with Product and Engineering teams
  • Support business-to-business (B2B) and business-to-consumer (B2C) inquiries through technical consultations, email, and persistent chats
  • Maintain a professional image and demonstrates a willingness to contribute at all levels
  • Assist other team members as needed
  • Field incoming problem tickets from end-users to resolve issues
  • Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, issue resolution, and communication
  • Update the support ticket with clear and complete information regarding the investigation and resolution of the ticket
  • Escalate high priority or severe issues to supervisor/manager or appropriate internal teams (e.g. software developers)
  • Document technical knowledge in the form of notes and manuals



Requirements:


  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
  • Education in an IT background or 2+ years of working experience with Linux/Unix/Mac environments
  • Good understanding of computer systems, mobile devices, and other tech products
  • Solid analytical/cognitive skills to troubleshoot complex and technical problems, ability to diagnose and troubleshoot basic technical issues
  • Working knowledge of Linux operating systems, networks, databases, and network security concepts and tools
  • Scripting with BASH, Perl, or Python
  • Log parsing and analysis
  • Help Desk Experience and using ticketing systems to manage and track incidents
  • Fluent in English – verbally & written, ability to provide step-by-step technical help, both written and verbal
You’re welcome to ask me additional questions. Please, send your CV to [email protected] and salary expectations if you are interested! Thank you in advance!