Position: Technical Support Engineer
Company: Viseven
Category: Sysadmin
Experience required: 1y
English level: upper
Published: 2020-04-01T00:00:00+03:00

**Role**
We are looking for a friendly and stress resistant Technical Support Engineer, who will be engaged in performing and enabling remote technical support of our software solutions, demonstrating high-level technical expertise in resolving and avoiding further product issues. You will also have to provide technical assistance to customers, respond to their support ticket requests and deliver exceptional customer service via phone or email.

Processing of all incoming requests from Tier 1 according to SLA with the corresponding customer
Diagnosis of problems with the product (reproduction, testing, analysis of logging, identification of reasons and their documentation, description of the steps for reproduction and results of the analysis in the appropriate cases)
Finding a solution for the problem fix or escalation to the appropriate development team
Notification to T1 about the request resolution progress
Timely notification of T1 about delays in resolving a request if while runtime identifies issues that are solved by external software vendors or need to be refined by the development team
Filling in the T2 internal knowledge base with the appropriate instructions about requests handling and fixing
Conducting technical demos and trainings for external and internal customers
Periodic and unplanned deployment, update, customization, testing of client instances, roles and content setup according to the list of purchased functionality
Monitoring of eWizard instances state and escalation of the identified problems to the appropriate development team
Analysis, validation and detalization of requests for refinement of new functionality
Testing of new functionalities after releases

**Required skills and knowledge**
1+ years of relevant experience supporting customers in a complex software environment
Intermediate+ English
Understanding of CRM/CLM systems purpose and basics
QA basics - Acceptance Testing, Accessibility Testing, Alpha\Beta Testing,
Experience in creation of technical documentation - guides, instructions
Customer-oriented
Team player

**What we provide**
We understand that our team members are essential to making our goals a reality, so we value and empower them to share their vision. And we reward this kind of passion with a highly competitive compensation and exceptional benefits, such as:
Passionate experienced team and enjoyable working environment
Professional and career growth
Paid time off 18 business days
Healthcare Insurance — including dentist and gym
English learning courses
Compensated lunch and free tea/coffee, fruits and snacks
Regular corporate events and team-buildings
Opportunities to participate in Professional forums and conferences
Professional Reader Club, where we refer to and discuss the best business practices of the industry