Support Engineer

Overview

As a Support Engineer, you will be responsible for resolving the customers' technical issues using your expertise and extensive cooperation with the engineering and QA departments. Develop solutions that could involve configuration, bug fixes, or new features in the product. Communicate a resolution plan with the customer and deliver the final solution to the customer's complete satisfaction.

Responsibilities

• Fast and effective troubleshooting of customer issues that might involve software, networking and hardware.
  

• Perform analysis of the issue to identify the root cause and develop a plan on how to resolve it.
  

• Direct involvement with various teams (Development, QA) to resolve the issue.
  

• Communicate a resolution plan with the customer and deliver a solution when it will be ready.
  

• Help create knowledge base articles and other internal documentation
  

Qualifications

• 1+ years of work experience in an applicable industry or a role
  

• Ability to network troubleshooting (know how to use Wireshark, tcpdump, iperf; HTTP servers)
  

• Understanding of TCP/IP, UDP protocols
  

• Windows and/or Linux expertise
  

• Preferably OS troubleshooting (know how to use Sysinternals, top, iotop, netstat, systemctl, etc.)
  

• Great communication skills and customer focus
  

• Ability to handle multiple customer cases
  

• Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues
  

• Strong English both verbal and written (B2-C1)