Technical Support Engineer

• Respond to customer inquiries and technical support requests promptly and professionally
• Ensure the agreed levels of service are met according to the Service Level Agreement (SLA)
• Diagnose and troubleshoot complex technical issues related to software applications, hardware, and network systems
• Collaborate effectively with cross-functional teams, including developers and QA engineers, to ensure timely resolution of customer issues
• Conduct in-depth analysis of customer problems, identify root causes, and implement effective solutions
• Maintain accurate and detailed records of customer interactions, technical issues, and resolutions in the ticketing system
• Monitor and analyze system performance and availability, identifying and addressing potential issues to minimize downtime
• Participate in the creation and maintenance of technical documentation, knowledge base articles, and troubleshooting guides
• Assist in testing and validating software releases and updates before deployment to ensure quality and reliability

Requirements

• At least 1,5 years of experience in a technical support role
• Advanced proficiency in SQL
• Strong command of JavaScript
• Thorough understanding of API integration
• Experience with RDP for remote support and troubleshooting
• Knowledge of Active Directory for user and security management
• Familiarity with LDAP for authentication and directory services
• Proficiency in Windows Server administration and troubleshooting
• Experience with remote applications for deployment and support
• Strong customer service orientation and the ability to effectively communicate technical information to both technical and non-technical individuals
• Knowledge of log management tools and techniques
• Understanding of backup management tools and processes to perform regular backup cleanups
• Upper-Intermediate level of English