Scylla

Job description:

We are looking to hire a skilled Technical Support Engineer to provide enterprise-level support to our customers around the world. This includes receiving, prioritizing, documenting, and actively resolving end-user technical help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give hands-on help at the desktop level. To ensure success as a technical support engineer, you should have in-depth knowledge of IT systems, high-level communication skills, and the ability to work independently.

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Job responsibilities

• Providing customers with IT support via desktop solutions, chat functions, and emails;
• Assisting customers with account setup and application installations;
• Ensuring optimal application functionality by configuring networks;
• Troubleshooting IT issues by asking customers targeted questions;
• Apply diagnostic utilities to aid in troubleshooting;
• Providing customers with step-by-step guidance to resolve technical problems;
• Following up on technical queries and providing prompt feedback;
• Prioritizing customer queries and escalating serious technical issues to IT developers;
• Documenting error reports and monitoring performance metrics;
• Test fixes to ensure the problem has been adequately resolved;
• Relaying application functionality feedback from customers to IT developers;
• Compiling IT instruction manuals and useful IT support resources.

Required qualifications

• A bachelor's degree in computer science, information technology, or similar;
• At least 2 years of experience as a support engineer;
• Readiness to take night shift schedule;
• English knowledge B2 both written and verbal communication skills required;
• Knowledge of computer hardware and infrastructure;
• Knowledge of remote access systems;
• In-depth knowledge of Windows and Linux OS environments;
• Linux knowledge is a big + ;
• Knowledge of Docker orchestration;
• Proficiency in remote desktop and helpdesk software, such as Zoho and Zendesk;
• Advanced knowledge of IT software, hardware, and network setup;
• Exceptional ability to prioritize and diagnose IT problems;
• Extensive experience in resolving customer IT queries;
• Proficiency in documenting processes and monitoring performance metrics;
• Ability to relay important application feedback to IT developers;
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills as well as maintaining strong customer relations;
• Communication skills and customer service knowledge specific to the IT industry.

Benefits & Perks:

• Company stock options;
• Your office is where you want your home to be;
• Competitive salary;
• Access to advisors including advisory board member at NASA Health Institute and serial founders to help us grow, personally and professionally;
• Opportunity to work in a fast-paced global startup with an enterprise-level client portfolio;
• Unlimited opportunities for growth, knowledge sharing, self-development, implementation of initiatives, and skills in a company that’s at the forefront of computer vision and artificial intelligence for physical security.

Required candidate level: Mid level

Additional information