Position: Senior Technical Support Engineer
Company: Indigo Tech recruitment
Category: Support
Experience required: 5y
English level: upper

**Must-have professional experience and skills**
- Flexibility and adaptability.
- Analytical and problem-solving skills.
- At least 5+ years of technical Customer Support experience in SaaS/PaaS Solutions.
- Knowledge and experience in managing and configuring ZenDesk ticketing system.
- Experience in handling production P1 Incidents.
- Experience in supporting and troubleshooting applications built on a microservice architecture.
- Ability to read and analyse application logs to escalate to the relevant development teams.
- Relevant experience with cloud solutions (AWS, Azure).

**Responsibilities**
- Hands-on technical support activities (ticket handling/issue troubleshooting).
- Provide technical support for core customer-facing functionalities of the platform such as external API integrations.
- Maintaining and updating technical documents (Troubleshooting guides/KB articles).
- Act as part of a 24/7 support team and be part of the on-call rotation.
Collaborate with internal teams to escalate and help resolve the issues raised.
- ZenDesk administration and configuration such as access management, integrations with other tools, dashboards, reporting, knowledge base management, and others.
- Incident Management responsibilities such as identification, validation, escalation and communication with the end-user community.
- Working on establishing operational protocols and standards.
- Helping in hiring, training, and mentoring new team members.

**Must have soft skills**
- A flair for supporting and helping others, always offering the maximum possible value while demonstrating empathy and expertise.
- Service-minded personality with a hands-on approach and curiosity, can-do and  positive attitude.
- Driven, self-motivated, adaptable, enthusiastic and can thrive in a fast-paced  start-up environment.
- Excellent written and verbal communication skills in English.
- You are customer service orientated with excellent organisation and communication skills.

**Nice to have:**
- Experience in a product life cycle, development methodologies (Agile, Scrum), and service standards/ methodologies.
- Understanding the blockchain ecosystem.
- Has an understanding of web technologies such as XML, JSON, HTML.