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Support Engineer

GFoundry
Porto

Candidate-se agora

Detalhes da oferta

Período Integral

Descrição completa da oferta

Why GFoundry?

GFoundry is a Digital Engagement Platform that puts together the fun of Gamification, the influence of Social, the availability of Mobile and the power of Analytics to boost Employees Productivity and Engagement.

Available through the web or in a mobile app, GFoundry transforms, among others, the learning, recognition, goals management, feedback and innovation processes.

Our clients are medium/large companies, from sectors as different as Banking, Insurance, Retail and Industry. Our customers need permanent monitoring, in the scope of doubts and support in platform configurations, but also in helping to solve problems and bugs.

You will join a young and talent team with very interesting challenges, and be in touch with other supporters teams and the business. You will have a chance to learn and share your knowledge with other team dev members and contribute to multiple projects.

Support Engineer

Role And Responsibilities

Provide email and live technical support to our enterprise customers, acting as the first-line-of-defense for complex technical issues, bug diagnosis, or resolving critical outages.
Identify and reproduce product issues and submit formal bug reports or feature requests to the appropriate Engineering team.
Collaborate with software developers, sales engineers, and technical account managers to keep all teams up to date with current issues a customer may be facing.
Work to streamline and improve various Support and Engineering processes and tools, author new internal run-books or public documentation, and help the team continually improve efficiency and effectiveness.
Ensure customers have a positive support experience during every interaction.

Required Skills And Experience

Ideally: 2+ years of previous customer-facing technical support experience, ideally at an advanced level.
Experience with SQL databases and advanced SQL Query Optimization. You should be familiar enough with at least one commercial or open source database to decipher its EXPLAIN plan and understand potential performance impact or ways to improve the query.
A solid devops/sysadmin skill set. That means you are hands-on with Linux and you know three ways to find a file, check utilization of system I/O, measure network throughput, and are comfortable navigating large log files. Bonus points for familiarity with Kubernetes.
Experience with a scripting or coding language. Whether it’s Python, Bash, or Go, you should have a go-to solution for quick and dirty problem-solving and be able to navigate through our code base.
Familiarity with distributed systems and AWS/GCP. You understand how organizations deploy and maintain distributed applications and services across multiple machines Bonus points for knowing how to analyze them for performance bottlenecks and remove single points of failure.
Experience improving support processes regarding ticket triage, escalation, and reporting business metrics back to the organization.
Strong written and verbal English communication skills. Have the ability to explain technical concepts to a wide range of end-users.

Location

Porto – Portugal / Remote

Seniority Level

Mid-Senior level

Industry

Information Technology & Services Computer Software, Internet

Employment Type

Full-time

Job Functions

Information Technology

To apply for this position send us an email to i [email protected] with the subject “Support Engineer” and attach your CV.

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