Position: Application Technical Support for a company with Unicorn status
Company: Adaptiq
Category: Support
Experience required: 2y
English level: upper
Published: 2023-04-01T00:00:00+03:00

There is a great opportunity for developers to join a big international company with **Unicorn status - BRINGG!**

Only for candidates in Warsaw,Kyiv or Lviv.
Best candidate for our vacancy has experience with REST API, SQL and Kibana.

We are a delivery 🚚 and fulfillment cloud platform provider that is famous worldwide! We have clients in over 50 counties and among them universally recognized **KFC, CocaCola, Walmart**.

You will be granted access to our diagnostic and utility tools allowing you to view and query customer-configurations in our PostgreSQL databases, debug API traffic and server-side operations via, identify and troubleshoot issues in client and browser logs. These diagnostics are frequently beyond the reach of the client company’s admins who call to request our assistance.

**Responsibilities:**
● Communicate with our customers and partners over email
● Triage inbound Support tickets by categorizing them according to predefined requirements
● Manage and resolve Tier 1 Tickets. Escalate Tier 2 tickets to Tier 2 team
● Capture and log all client and troubleshooting details in Zendesk
● Investigate and where required, document validated issues or product enhancement requests including relevant logs in JIRA
● Liaise with other Bringg Support teams (as well as Customer Success, Product and R&D) to facilitate resolution in line with the severity and impact of the support scenario. This could be via Zoom or Slack
● Ensure compliance with external regulations and internal policies and procedures
● Meet individual, team and company objectives in line with agreed KPIs
● Identify and escalate priority issues to the supervisor
Availability:
● Full-time position only. Typically 5 8-hour shifts a week including evenings and weekends.
● Flexibility and availability to help us maintain our 24/7 Helpdesk coverage commitments and customer SLAs. This is particularly important during peak US and LATAM business hours.

**Requirements:**
● 1+ year of experience in Customer Support /  role for an enterprise-level SaaS product
● Excellent written and spoken English language skills — a must!
Written/spoken Spanish/Portuguese/French — an advantage
● Proficient with a client-facing role
● Working knowledge of networking/IT principles (TCP/IP, DNS) and web (http/https) protocols is required
● Comfortable with APIs and knowledgeable about the various types (REST, SOAP), authentications patterns, different Gateways, and can speak intelligently about them
● Experience with information systems and technologies (e.g. data management, databases,, etc.)
● Ability to adhere to processes and procedures
● Prioritization skills and capability to make high impact decisions while multitasking
● Excellent communication skills and understanding and documenting technical details
● Good ability to identify and apply documented solutions and fixes
● Interpersonal skills and character to build trust and maintain credibility
● Able to work with non-technical and technical customers alike
● Excellent skills in customer service and support procedures

**We offer:**
● Paid vacation of 20 working days with additional holidays to the traditional ones
● Broad possibilities to learn new technologies and develop personal and professional skills
● Zero bureaucracy
● Ability share your knowledge across the team and outside
● Top-notch equipment and working conditions to make work comfortable
● Cozy and comfortable hybrid office once it will be safe
● Corporate events and celebrations, we love to have fun :)
Let me know if you are interested, it would be a pleasure to have a discussion with you!