Position: Customer support engineer
Company: Protonixltd
Experience required: 1y
Category: Data Engineer
English level: upper
Published: 2023-03-01T00:00:00+02:00

Customer (Tier1) Support Engineer

Requirements:
-	Upper-intermediate/Advanced English skills (written, spoken, ability to read and understand technical documentation);
-	Excellent communication skills, being able to give calm and concise explanations to non-tech audience. 
-	Willingness to learn and adapt to frequent customer workflow changes. 
-	Research and problem diagnostics skills.
-	Poweruser IT and networking knowledge (on the level of Junior Helpdesk/Servicedesk/Sysadmin position).
-	Ability to read and understand technical system error logs (JSON, Kibana).
-	Communication availability outside of regular working hours.

-	Highly desirable:
-	Work experience with Grafana, Kibana, Jira, Confluence.
-	Knowledge and understanding of financial trading concepts.

-	Responsibilities:
-	Rapid response when an incident is reported, prompt and informative communication with the VIP customers across the globe.
-	Compensated on-call duty outside of regular working hours (~9 hours per week).
-	Investigating incidents, collecting and processing data, evidence and statistics for proper incident documentation and/or escalation.
-	Estimating the impact and priority of incidents that occur, informing and cooperating with development team to help resolve high-impact incidents.
-	Diagnosing and resolving minor incidents and clarifying product usage issues for non-tech customers.

Benefits we offer:

-	 Healthcare program (After trial period of 3 month)
-	 Paid vacation (20 business days), and sick leaves (100% coverage)
-	 Employee referral program
-	 Educational programs
-	 Out of office team building activities

Anastasiia Usyk 
HR Manager