Position: Application Support Engineer
Company: Adaptiq
Category: Support
Experience required: 1y
English level: upper
Published: 2021-08-01T00:00:00+03:00

Requirements:
— 1+ year of experience in Customer Support / Technical 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, SQL, 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 propose:
— 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 to 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 :)

Responsibilities:
As a Bringg Tier One Application Support Technician you will be the first point of contact for our enterprise-level customers and partners via email.

You will be responsible for addressing and responding to a broad and varied range of issues and requests. You will undergo Bringg’s Local Bringg Support training program covering both infrastructure and product-specific knowledge from user experience to configuration, analytics, and back-end troubleshooting.

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 Kibana, 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.

What you’ll be doing:

— 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.