Position: Technical Support Engineer
Company: Sigma Software Group
Category: Support
Experience required: 3y
English level: upper

If you want to start or continue your career in an international IT company, here we are. Our support team is growing and looking for new members to join and provide the best service for our customers. 

We are looking for a Technical Support Engineer who will start new projects and help with existing ones. 

**CUSTOMER**
We are searching for an enthusiastic candidate who is willing to develop and grow in the Technical Support direction and we have several projects to propose: 
- Project for an American company in the Advertising domain: The Client helps advertisers and publishers create more memorable connections with consumers through relevant, rewarding, and impactful advertising. 
- Project for European IT services and consulting company in the medical domain: they develop solutions and services for medical imaging IT and cybersecurity and help hospitals worldwide to enhance the efficiency of care and critical social functions to protect society’s most sensitive information. 
- Project for European Retail company: The client specializes in selling fashion, interior design, and accessories. 

**REQUIREMENTS**
- At least 3 years of experience in a technical support role 
- Proficiency in troubleshooting complex technical issues, using tools, logs, and diagnostic techniques 
- Good understanding of web technologies such as HTML, CSS, JavaScript, and APIs 
- Strong customer service orientation and the ability to effectively communicate technical information to both technical and non-technical individuals 
- Understanding of networking protocols and tools to capture and analyze network traffic 
- Knowledge of log management tools and techniques 
- Proficiency in backup management tools and processes to perform regular backup cleanups 
- Experience in certificate management, including SSL certificate generation, renewal, and installation 
- Understanding of Linux OS and ability to use various commands in a terminal 
- Basic understanding of network configurations 
- Knowledge of Git 
- At least basic knowledge of Docker 
- At least a basic understanding of databases 
- Upper-Intermediate level of English 

**WILL BE A PLUS** 
- Experience with GCP 

**RESPONSIBILITIES**
- Respond to customer inquiries and technical support requests promptly and professionally 
- Secure 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 the 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