Position: Technical Support Engineer #107
Company: OneReach.ai
Experience required: 2y
Category: Support
English level: upper
Published: 2023-04-01T00:00:00+03:00

We are looking for a highly-skilled Support Technician to be a critical part of our Team and join our mission of revolutionizing conversational AI. The ideal candidate is a self-starting and flexible individual, willing to take on new challenges and learn a vast communications platform that continues to evolve. We seek someone motivated, determined, and interested in a career within a growing company.
The Support Technician provides first-line contact with customers when tickets are submitted to our ticketing system. You will gather relevant details from customers and identify and isolate technical issues to resolve the problem or escalate as appropriate.
A well‐rounded technical generalist will thrive in this position. You should be attentive to details, have a solid technical aptitude, be highly responsive to customer needs, and be resourceful. Most of all, you should be comfortable communicating with a wide range of people, from customers to software developers and engineers.

**Qualifications:**
- 2+ years of relevant job experience;
- Knowledge of common technical troubleshooting procedures of API-driven web applications using the browser JS console and the network monitor;
- Basic web skills like HTML, CSS, JS, and developer tools;
- Basic programming knowledge. Ability to write and understand simple Javascript code (NodeJS, web scripts), SQL/OpenSearch DSL/cypher queries, or at least the willingness to learn it quickly.
- Knowledge of Rest API and associated tools (Postman);
- Ability to multi‐task, adapt to changes quickly, and manage your time effectively;
- Technical awareness: the ability to match resources to technical issues appropriately;
- Understanding of support tools, techniques, and how technology is used to provide support to clients;
- The willingness to generate and maintain clear technical documentation and records;
- Familiarity with ticketing systems or professional service automation tools;
- Upper-Intermediate (B2) of English level and above: you can understand the technical documentation, and main ideas of complex texts, can interact with some fluency and communicate efficiently, and can write explicit, detailed texts.

**Will be a plus:**
- Experience in the software development lifecycle;
- Familiarity with AWS, Azure, or Google Cloud platforms;
- Experience with conversational design;
- Analytical mindset;
- Experience working in SAAS/application/development support area would be a big plus;
- Basic knowledge of Vue.JS and its concepts.

**Responsibilities:**
- Handle issues and questions that enter our ticketing system;
- Troubleshoot issues and resolve them within established SLAs;
- Communicate with the customer as required: keeping them informed of - incident progress, notifying them of impending changes;
- Document new support processes, troubleshooting techniques, and technical issues.
- Take and maintain ownership of issues that get escalated to appropriate resources;
- Review and prioritize outstanding support requests;
- Help our customers’ businesses succeed by delivering exceptional customer service through the management and execution of their service requests;
- Learn OneReach.ai as a low-no code platform and become the product expert in the short term;
- Use the OneReach platform to create solutions and intelligent automation for support and customer needs;
- Read and understand system logs and dev documentation;
- Coordinate with dev, sales, and finance departments on the matter of customer and internal projects.

**Benefits:**
- Opportunity to develop an officially recognized best AI product on the market;
- Using modern and trending technologies stack with almost zero legacy code;
- Working with as minimum bureaucracy as possible in small dedicated teams;
- Flexible remote format — you can choose to work from anywhere in the world or visit our cozy pet-friendly office in Kyiv with in-house Humans coffee shop providing complimentary drinks to keep your going!
- 24 paid vacation days per year and undocumented sick leaves;
- Well-being program, providing unlimited access to psychologists, lawyers, and financial consultants.