Position: Technical Support Engineer for DLT solutions
Company: Vareger
Experience required: 2y
Category: Support
English level: upper
Published: 2021-09-01T00:00:00+03:00

We are seeking for Technical Support Engineering candidate that is passionate about technology and customers. A true problem solver, the Technical Support Engineer will take personal ownership in seeing a problem through to resolution. You have to understand IT environments across heterogeneous operating environments. You have to be comfortable speaking with security and customer operation teams. You have to be both deep technical and customer friendly. Successful candidate to have the desire to take the initiative to own and resolve customer issues, and interest in working in a fast paced, high growth, learning environment.

**Responsibilities:**
- Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution. 
- Analyzing logs and working side by side with engineers finding issue clues. 
- Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
- Serve as an internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
- Collect information and document bugs with Engineering for product issues that are impacting customers.
- Create process or troubleshooting documentation in the support knowledge base.

**What You'll Need**
- Good English writing and speaking skills
- 2+ years of customer support, technical support, system administration or related customer facing role.
- Understanding of various os: Linux, MacOS, Windows. 
- Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
- Ability to learn new technologies quickly.
- Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)
- Ability to work independently with little direct supervision and as a part of a team.
- Good analytical and organizational abilities.
- Ability to remain calm, composed and articulate when dealing with tough customer situations.

**Strongly Desired Qualifications**
- Understanding of Blockchain, Ethereum in particular. 
- Experience troubleshooting web applications 
- Basic proficiency in HTML/CSS/JS
- Understanding of REST API and proficiency with Postman
- Proficiency with browser developer tools 
- Experience with AWS, including Cloudwatch. 
- Understanding Docker and Kubernates. 
- Experience working with security applications such as AV, VPN, Firewall, proxy.
- Linux troubleshooting experience a plus