Arise

Technical Support Engineer, Level 2

Arise

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇵🇱 Poland

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Job Level

Mid-LevelSenior

Tech Stack

GrafanaMS SQL ServerMySQLOraclePostgresPrometheusRDBMSSQLSQLite

About the role

  • Respond to customer inquiries and support requests promptly and professionally.
  • Identify, troubleshoot, and resolve technical issues faced by Operators or their clients.
  • Provide step-by-step guidance and instructions to customers to resolve technical problems.
  • Collaborate with cross-functional teams, such as developers or product managers, to escalate and resolve complex technical issues.
  • Document and track customer interactions, including issues, resolutions, and follow-up actions, using a ticketing system or CRM software.
  • Conduct research and gather information to provide accurate and up-to-date solutions to customers.
  • Keep up to date with the latest trends, technologies, and updates related to the supported products or services.
  • Assist in product testing, bug tracking, and providing feedback to the development team.
  • Help Support peers with day-to-day tasks and professional development by sharing knowledge.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience)
  • Proven experience in technical support, customer service, or a related role
  • Strong problem-solving and analytical skills with the ability to diagnose and resolve technical issues
  • Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical individuals
  • Proficiency in using ticketing systems, CRM software, and other support tools
  • Familiarity with hardware, software, operating systems, and networking concepts
  • Basic programming or scripting knowledge is a plus
  • Ability to work independently and as part of a team in a fast-paced environment
  • Strong time management and organizational skills with the ability to prioritize tasks effectively
  • Customer-oriented mindset with a focus on providing exceptional service and satisfaction.
  • English level Intermediate or higher.
  • Familiarity with monitoring tools such as Grafana, Kibana, Zabbix, Prometheus, and Icinga is essential.
  • Proficiency in working with RDBMS such as Oracle, MySQL, PostgreSQL, Microsoft SQL Server, or SQLite.
  • Understanding the principles of good API design is essential.
  • Understanding network topologies, protocols, and components is essential for designing scalable, secure, and efficient networks.
Benefits
  • Long-term employment
  • Flexible timetable
  • Comfortable working conditions
  • Paid vacation and sick leave
  • English lessons
  • Gym
  • Competitive salary level

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supportproblem-solvinganalytical skillsbasic programmingscripting knowledgeRDBMSAPI designnetwork topologiesnetwork protocolsnetwork components
Soft skills
communication skillscustomer-oriented mindsettime managementorganizational skillsability to work independentlyteam collaborationability to prioritize tasksprofessional developmenttroubleshootingcustomer service
Certifications
Bachelor's degree in Computer ScienceBachelor's degree in Information Technology