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TECHNICAL SUPPORT ENGINEER

Descripción de la oferta de empleo

At Cerby, we believe there is a better way for enterprises and consumers alike to use cloud applications and securely share access with others. Our approach to achieving this goal is automating tasks to remove the need for users to manage passwords or handle forms of MFA.As a Technical Support Engineer, you'll be an essential part of our Customer Success organization, providing exemplary technical support and maintaining high customer satisfaction. You'll be the first point of contact for customers, addressing their technical issues and ensuring our services run seamlessly. Your role will involve monitoring customer tickets, troubleshooting problems, monitoring alerts for system failures, and executing maintenance tasks to enhance operational efficiency. What you will do:Monitor and respond to customer support tickets within agreed Service Level Agreements (SLA).Participate in customer calls to understand their issues better and provide solutions.Proactively communicate with customers to avoid downtime or delays in securely accessing their accounts.Escalate bugs & complex issues to the appropriate internal teams, ensuring thorough follow-up and resolution.Keep a vigilant eye on system alerts indicating failures or critical issues related to automation workflows.Collaborate with Cerby’s engineering team to prioritize RPA system improvements.Analyze user activity and feedback to guide the implementation of new automation.Perform routine tasks to support customer needs and operational efficiency.Write, improve & maintain knowledge base articles for internal and public documentation.What we are looking for:Excellent verbal and written communication skills in English (C1 or above)5+ years experience working on customer service or similar customer-facing teams.2+ years working with JavaScript (TypeScript is a plus) coding, testing, debugging, and automation techniques.Experience using Rest APIs (Postman).Experience troubleshooting web technologies (HTML/CSS) using the browser’s developer tools.2+ years of experience with complex SQL queries.Ability to collaborate with a distributed team across time zones.Ability to translate complex processes into simple instructions for non-technical users.Availability to work on-call shifts.Knowledge of version control systems with branching and merging (GitHub).We consider it a plus if you:Understand the technical architecture of web crawlers - XPath, CSS Selectors, JSONUnderstand the complexities of a mobile ecosystem, including the nuances of both the iOS & Android operating systems' development.Are proficient in investigating and retrieving crash logs for multiple web & mobile platforms (Charles, ADB, Xcode knowledge).Having any experience with security products or regulatory-heavy industries is a plus.
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Detalles de la oferta

Empresa
  • Cerby
Localidad
  • En toda España
Dirección
  • Sin especificar - Sin especificar
Fecha de publicación
  • 07/04/2024
Fecha de expiración
  • 06/07/2024
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