Position: (Digital) Technical Support Engineer L2
Company: SupportYourApp
Category: Support
Experience required: 1y
English level: fluent
Published: 2021-05-01T00:00:00+03:00

Do you take pride in reproducing complex issues and finding the best solutions for customers? Are you eager to utilize your tech skills and experience? And all of it for the best user experience when it comes to a SaaS product with augmented analytics for data-driven marketers.

We’re looking for a **Technical Support Engineer** to join SupportYourApp to be part of a fast-growing European tech product and Customer Support Team. Challenging tasks are guaranteed.

Let’s see what it takes!

**What you will do:**
- Identify, categorize and troubleshoot L2 technical issues and if needed, you will escalate the more complex ones to your Team Lead or other internal departments;
- Communicate the progress of an issue resolution to the client and/or within the team in a timely manner;
- Identify recurring customer issues or requests and create entries for FAQ and Help Files;
- Work closely with other departments and teams to meet and exceed customers expectations;
- Play an important role in improving the internal support tools, and work with the Engineering team for the according design and implementation.

**What you need:**
- Outstanding English communication skills (written and verbal), C1 level;
- Experience in Customer Support;
- Experience with advertising platforms (Google Ads, Facebook Business Manager), web analysis services (Google Analytics);
- Analytical & troubleshooting skills;
- Experience in reproducing and debugging customer-reported issues that span multiple layers of the technology stack;
- Tech-savvy mindset, eager to learn and discover new technologies.

**Would be a plus**
- Some knowledge of technologies such as API, ETL, SQL;

**We offer:**
- Fixed schedule, 17:00-01:00 Kyiv time (Saturday and Sunday off);
- State-of-the-art offices; OR remote work;
- Competitive compensation;
- Financial and professional growth;
- Paid intensive training and trial period;
- Great management with no bureaucracy;
- Good bonuses for referring friends (referral program);
- SupportYourApp Medical Policy;
- Taxi for the late hours;
- Coffee, tea, candy, seasonal fruit and vegetables;
- Various sports events and team buildings; part-compensation for SportLife membership;
- Corporate library;
- Occasional business trips.
The cherry on top is you'll get an IT business and support skill set second to none.