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Technical Support Engineer

Our client is a US based shipping and logistic company working with some of the biggest companies in US with a development center in Belgrade. Are you highly technical, and enjoy helping customers solve challenging problems?  We’re looking for a

Technical Support Engineer

You will serve as the primary technical contact for issues between our customers and our core engineering, product, and service teams. Making customers successful is our client’s #1 core value, and as a Technical Support Engineer , you will work directly with best-in-class customers and passionate team to make it happen. You will be responsible for resolving technical support issues through troubleshooting techniques, escalation management, and problem-solving complex coding challenges. In addition, you will be responsible for enhancing and debugging complex integrations to ensure data is surfaced in the platform as expected. You will be in frequent email communication with our customers / partners, and will be a critical component to overall customer satisfaction after solutions are deployed.

Responsibilities

  • Hands-on customer-facing support to reproduce, manage and confirm product / data defects
  • Gather technical information as needed to prescribe resolution steps for expected vs. actual outcomes
  • Develop tools and techniques to debug complex ETL data transformation and API integration issues involving customer and partner datasets
  • Debug data extract and ingest issues using AWS and other cloud-based tools
  • Create technical documentation to serve as a knowledge base for handling support issues and recurring data engineering tasks
  • Ensure customer inquiries are responded to within established timeframes and support service levels are achieved

Requirements

  • 5+ years experience in technical support or equivalent customer-facing role with a track record of increased responsibility
  • Experience with the modern technologies of web development: Java, PHP, SQL, HTML, CSS, JavaScript, JQuery, and AWS
  • Ability to diagnose issues in source code and strong working knowledge of SQL in order to assist in issue resolution and prioritization
  • Strong collaboration capabilities – you will routinely work with multiple internal and customer teams to solve technical issues
  • Fast learner and quick integrator – you grow with new products, new technologies, new customers, new relationships, and are comfortable with frequent context switches
  • Bachelor’s degree in computer science, engineering or other scientific or technical discipline

Tech Stack

  • Application stack runs entirely on Docker – frontend and backend
  • Infrastructure is 100% Amazon Web Services and use AWS services when possible (EC2 Elastic Container Service (Docker), Kinesis, SQS, Lambda and Redshift)
  • Java and Scala are languages for backend services
  • Python for tooling and data science
  • Postgres is SQL database
  • PHP-backed frontend with Javascript and Bootstrap in the browser
  • Collaboration tools include Google Apps Suite, JIRA & Confluence, Zendesk

This job has expired.