Position: Technical Support Engineer
Company: Helpware
Category: Support
Experience required: 1y
English level: upper

**Helpware** is a global company providing outsourcing back-office services with offices in the USA, Mexico, Ukraine, and the Philippines. We help small businesses as well as enterprises to free up their teams so they can focus on strategic high-value tasks that will move the dial for their businesses. We are growing and have an open position for **Technical Support Engineer**.

As a **TSE (Technical Support Engineer)**, you will be the customer liaison to the Engineering organization. You will field incoming questions, help them understand how to use products’ features. You will help monitor the performance of systems, making sure customers have the appropriate infrastructure to complete their work successfully. You will also troubleshoot technical issues, remediate customer problems, and share your useful insights with others via a growing knowledge base.

**Responsibilities:**

- Manage customer issues related to the installation, configuration, and implementation of products on a timely basis, provide effective and clear communication and establish appropriate expectations with clients. NOTE: Most issues are logged via Web and Email (written);
- Diagnose and resolve production and pre-production problems;
- Assist in the installation and configuration of packages and databases;
- Investigate performance-related issues;
- Conduct live meetings with customers via Zoom or telephone as necessary;
- Ensure customers are effectively represented to our Product Management and Engineering teams by writing actionable, detailed Defect reports and Enhancement requests in Jira;
- Write and review technical knowledge base articles, FAQs, examples, and how-to’s for publication to a customer and company knowledge system.

**Qualifications:**

- Bachelor's degree in science or technology, preferably computer science;
- Excellent customer service skills, empathy, and a sense of urgency;
- Great debugging, problem-solving, and analytical skills;
- Time management: the ability to organize and prioritize numerous tasks simultaneously;
- Professional experience troubleshooting, maintaining, or developing data-driven applications;
- The ability to learn quickly;
- The capacity for empathy and effective dialogue with demanding enterprise clients;
- Experience in a system administration or DevOps role is a plus.

**Broad experience with the following technologies is also strongly desired for this role:**

- Familiarity with the Linux command line and server administration;
- AWS, Azure, GCP ;
- Docker and Kubernetes;
- MongoDB;
- Postgres;
- Python and/or R;
- Ubuntu and/or CentOS;
- Hadoop and/or Spark;
- Ability to read source code (especially Scala) is a plus;

**Success Factors:**

- Integrity, and a desire to honor all commitments;
- A “tinkerer’s mentality:” passion for exploring exciting new technologies;
- Timeliness: a sense of urgency when interacting with customers;
- A talent for managing customers’ expectations;
- A drive to achieve new and great things;
- An understanding of the importance of maintaining a collaborative environment, sharing knowledge with customers and peers, etc.;
- Ability to multitask, effectively “switch gears”, and manage multiple issues, actions, and time-critical tasks.

**We Offer:**

- Competitive compensation linked to UAH/USD rate;
- Medical and Life insurance after the trial period;
- English classes with a native speaker;
- Schedule from Wednesday to Sunday 11.00-20.00 (Kyiv Time)
- Corporate training and parties.

Work Environment:

As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such it is our goal to keep our employees safe during these uncertain times.