Position: Technical Support Engineer
Company: Portside
Category: Support
Experience required: 2y
English level: upper
Published: 2021-08-01T00:00:00+03:00

We are looking for a Technical Support Engineer to join our engineering team.

**What you will do**
- Learn the system and become an expert (features, configuration and high level components)
- Communicate with 1st line customer support team and management team throughout the lifecycle of the issue
- Do your best to understand, reproduce and troubleshoot reported issues. Fix them by changing configurations or confirm that the issue is in the code
- Follow up on the code issues by filing tickets for the development team to fix code
- Chase development, QA and dev-ops teams to move reported issues to resolution
- Proactively monitor for and follow up on logged application errors and known bottlenecks to be ahead of the customer complaints and follow up on them until resolved
- Participate in the automation of the above-mentioned activity

**Requirements**
- Ability to work the evening shift (until 10pm UA time, preferably until midnight)
- Upper intermediate or higher level of English
- 2+ years of experience in a software company performing similar duties
- Great troubleshooting skills
- Good understanding of JSON, HTTP
- Technical set of mind
- Quick learner 
- Ability to self-organize and multi-task

**What we offer**
- a small, friendly, professional team
- competitive compensation
- ability to work remotely in any European time zone
- no corporate bureaucracy
- holidays, 20 working days of vacation, and paid sick days

**About Us**
- We are stable & profitable, with several products on the market and a growing customer base.
- We have a globally distributed team of ~40 people, with product & engineering based primarily in Ukraine.
- We have recently raised a round of financing to support further expansion, led by Tiger Global Management.
- We have experienced management team (Harvard Business School and Berkeley graduates; founded a Y Combinator company before (GetGoing, acquired in 2016), which grew to $1B in annual sales).
- We have modern technology stack, including:
    -- Infrastructure: Amazon Web Services (AWS)
    -- Back-end: Python, Django, PostgreSQL
    -- Front-end: JavaScript, React, Typescript
    -- Devops: Jenkins, Docker, Kubernetes, Terraform, GitHub Actions
    -- Monitoring: Kibana, Sentry, LogRocket, Pagerduty, Prometheus, Grafana
    -- Custom reporting: Jaspersoft Studio
    -- Communication & design: JIRA, Confluence, Slack, Figma