Technical Support Engineer

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Trustonic A tiempo completo
A bit about the team and what you'll deliver...

We are searching for a Technical Support Engineer to join our team in Bogotá, Colombia. Reporting to the Head of Technical Support, you will be responsible for helping customers with complex technical issues for Trustonic products, both in production and non-production environments. Our Support Engineers are valuable members of the global product organization, playing a crucial role in resolving challenging issues within our customer base. Individuals in this position are enthusiastic about assisting customers and demonstrate this enthusiasm by ensuring every interaction is exceptional. We seek individuals with outstanding personalities, communication skills, and the ability to efficiently solve technical problems for customers.

Responsibilities:
  • Resolve complex technical support requests in production and non-production environments.
  • Collaborate with support and other teams to deliver top-quality customer experiences through effective communication.
  • Accept and troubleshoot customer cases from a global queue.
  • Utilize the Knowledge-Centered Support (KCS) methodology to resolve and document cases.
  • Create and update KCS articles based on issue resolutions.
  • Deliver technical details in a clear and concise manner.
  • Stay updated on new skills, technologies, and products related to the Trustonic SaaS Platform.
  • Participate in testing new product releases regularly.
  • Enhance customer-facing documentation within your areas of expertise.
  • Work efficiently with support tools and manage workload according to guidelines.
  • Provide timely updates and manage customer expectations effectively.
Who you are...

As the Technical Support Engineer, you possess:

  • 4+ years of relevant experience or a bachelor's degree with 2-4 years' experience.
  • Experience in JIRA & Zendesk support, skills in SQL DB, Linux SSH Keys and certificates, Git, and APIs.
  • Basic knowledge of BASH scripts/Python and familiarity with AWS.
  • Proficiency in English to effectively communicate technical solutions to customers of varying skill levels.
  • Familiarity with mobile technologies is highly beneficial.
  • Strong fluency in English is necessary as it is the global business language.
What makes you unique...

As the Technical Support Engineer, you:

  • Embrace change and are adaptable, always looking for better approaches and processes.
  • Take initiative and focus on results, being accountable for actions and striving for excellence.
  • Effectively manage workloads, make timely decisions, prioritize tasks, and solve problems.
  • Demonstrate technical proficiency, understanding your role and responsibilities well.
  • Take ownership of your learning, recognizing strengths and development areas, and being open to feedback.
  • Communicate ideas effectively, facilitate discussions, and propose solutions while considering diverse perspectives.
  • Collaborate with colleagues, share information, promote teamwork, and contribute to a positive work environment.
  • Exhibit ethical behavior and competence, acting with integrity, being responsible for your actions, and upholding the values of Trustonic.
Qualifications:
  • Engineering degree or relevant experience.
Additional Information

Trustonic values diversity and is an equal opportunity employer, embracing and recognizing differences among individuals in various aspects. We encourage inclusivity and equality across races, ethnicities, genders, ages, religions, disabilities, and sexual orientations, as well as differences in education, backgrounds, skill sets, experiences, and knowledge.

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