Position: Technical Support Engineer
Category: Support
English level: pre
Years of experience: 1.5


Hi to all! My experience is 1 year and 3 months in the position of Engineer of (technical) customer support service.

Main tasks:
1) Solving technical problems of clients (tickets and emails).
2) Analysis of data in a relational database (SQL Database).
2) Debugging and analysis of SQL scripts, MS SQL Server: SQL Server Agent settings (Jobs), Backups - database settings.
3) Analysis of server operation (for optimization on the client side for product needs).
4) Analysis of data and logs (server logs (Windows), MS SQL databases), analysis of data in XML or JSON format that are loaded or unloaded into accounting systems and databases (analysis of the reasons for data loss during exchange between systems), analysis of logs data exchange interface between FTP and the client's accounting system.
5) Working with documentation (analysis of client requirements for escalation to business analysts, analysis of ticket cases for escalation to other departments according to the results of the analysis (Youtrack or Jira), creation of instructions for clients when a new or custom product functionality is released).
6) Testing of new functionality, new product releases with fixed bugs according to test sheets.
7) Implementation of new clients (Consultation of the IT department on the client side to configure the data exchange interface through XML files using FTP).
8) Participate in the detection of incidents and their correction.
9) Deploying, updating and configuring product components on the client's environment according to the instructions.
10) Deployment of product components on test environments to avoid problems and bugs.
Evaluation, decision-making and prioritization of tasks
Product support and documentation (Confluence).
New experience and new knowledge, interesting projects and great team.