Technical Support Specialist

3 days ago

Bengaluru, Karnataka, India ScientiaMobile Full time
Job Title: Technical Support Specialist

ScientiaMobile is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be the primary point of contact for inbound customer support requests, providing timely and effective solutions to our customers.

Key Responsibilities:

  • Serve as primary point of contact for inbound customer support requests
  • Enthusiastically support internal and external customers via our ticketing system and other tools
  • Familiarize self with our products so you can triage tickets, reproduce and investigate issues, troubleshoot issues using your strengths in logical deduction, and escalate when it is needed
  • Use pattern-recognition and high attention to detail to help identify and suggest improvements
  • Use your programming skills in Python, Go, or Bash to help build or suggest internal tools
  • Operate with highest sense of issue-ownership and follow-through in all customer resolutions
  • Ensure customers get due responses in a timely manner, and participate among our global team
  • Possess excellent written and verbal communication skills, with ability to communicate technical issues to all audiences
  • Help improve documentation on various technical areas for our products and support procedures
  • Use your skills as a technical solutions expert and your understanding of industry best practices to deliver timely results to customers that exceed their expectations.

Requirements:

  • At least 3 years of experience with B2B software product support or web hosting support
  • Prior experience working with customer accounts and a ticketing system
  • Programming experience, for example in Python, Go, or Bash
  • Strong skills in logical dedication, troubleshooting, and analysis
  • Driven to care for customers, to learn, and make continuous improvements all around
  • Strong organizational skills, attention to detail, and ability to work independently
  • Strong written and verbal communications skills, and desire to take on responsibility
  • Ability to maintain flexible work schedule
  • Must be able to explain how the following concepts work:
  • Website hosting, DNS, basic Internet Routing, IP Addresses, Domain names, HTTP (in depth), CDNs, Caching, Cache Purging, Latency, Geographic disparities, HTTP 5XX errors, Troubleshooting, Root cause analysis
  • Must be familiar and comfortable using these tools:
  • Nslookup, Dig, Curl, Wget, Webpagetest or Google Lighthouse, VS Code, Ubuntu or GNU/Linux
  • Helpful to have expertise in some of these areas:
  • Past work in Customer Support for a webhosting company
  • Linux systems administration or DevOps skills
  • Web servers / Apache, others
  • AWS, Google Cloud Platform, or Azure
  • Databases / MySQL, others
  • Docker, Kubernetes
  • DNS, Networking
  • Understanding of firewalls, load balancers, SSL, and VPN technologies
  • Design skills, documentation skills, or flowcharting of any kind
  • Python, Go, Bash or any other programming languages

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