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Technical Support Engineer


Ref.: TSE-IT
Location: Lucca (ITALY)

Job Description:

As our new Technical Support Engineer, you are playing a key role within the organization as you will act as a bridge between our Development Teams and Support Team. Technical skills with strong problem solving, communication, business understanding, and management skills are all required to address customer issues.


Goals and Objectives for this role:

  • Provide top-level support by making every customer interaction stand out for its friendliness, warmth and helpfulness
  • Support the user while analyzing the request and quickly determining the appropriate resolution/escalation
  • Address client's technical issues with Jira platform and connected services
  • Debug issues on premise and cloud application and expertise in working with cross functional teams
  • Take proactive action with fast turnaround on all customer issues and questions
  • Resolve problems efficiently and effectively by clarifying issues, researching and exploring possible causes, and providing solutions
  • Enhance current support offerings by challenging ideas, taking risks, and developing collaborative, client-focused support services
  • Create and edit end-user documentation
  • Work closely with a cross functional team of highly motivated and intelligent folks with a unique range of startup and enterprise experience

 


Experience Required:

  • A technical or web-related educational background is preferred
  • Strong analytical and problem-solving skills; attention to details
  • Web programming skills such as CSS, HTML and Javascript. A general interest in programming
  • 3-5 years of experience with technical support or similar background
  • Communicate effectively via written and spoken language; comprehend problems, urgency, and desired outcome in the absence of perfect information
  • Share information and ideas with others; conscientious listener
  • Passionate, curious and excited about software products
  • Ability to work well independently
  • Good written and verbal English skills

Preferred Skills:

  • Good knowledge of one of these most common database related tasks (Oracle, Microsoft SQL Server, PostgreSQL)
  • Good understanding of firewall, vpn, public key infrastructure and network protocols, etc.
  • Good knowledge of OOP languages (Java, Python, Ruby)
  • Good knowledge of scripting languages (bash, powershell)
  • Knowledge of French language

Remuneration and contract terms will be discussed individually and defined according to personal skills, competences and experience.

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