Technical Support Specialist
3 days ago
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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