Senior Technical Support Engineer

Descripción del puesto

We are looking for a Senior Technical Support Engineer to join our technical services team. As a key member of the team, you will be responsible for helping customers solve complex challenges to ensure their success with our Policy Administration System (PAS). You will play an impactful role in troubleshooting complex issues, delivering timely resolutions, and maintaining high levels of customer satisfaction.

This position is ideal for someone who enjoys working directly with customers, excels at problem solving on the fly, and is passionate about server upkeep and relational data analysis. If you're ready to make an impact and thrive in a dynamic environment, we'd like to chat with you.

This is a fully remote based role, however candidates must be located in Buenos Aires, Argentina

What you'll do

Forge strong relationships with our largest customers, leveraging phone, email, video, and on-site visits to quickly resolve challenging issues and offer hands-on guidance

Provide personalized support to our largest customers, answering their complex questions about capabilities in order to ensure our customers are optimizing our platform

Dive into debuggers, logs, stack traces, MySQL, DataDog, and Python code to grasp the intricacies of application behavior, troubleshoot configuration issues, and pinpoint bugs for resolution

Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides to empower customers and improve self-service capabilities

Document reproducible JIRA defect reports and customer-facing issue resolutions along with best practice technical notes

Test API endpoints

Streamline and upgrade our legacy data delivery and reporting solution, leveraging MySQL and Quicksite datasets

Collaborate with DevOps to implement effective DataDog monitoring for uptime and scalability, ensuring top-notch performance

Requisitos

4+ years of experience working through complex ticketing

2+ years serving as a central technical services contact for enterprise clients

Advanced MySQ L abilities with expertise in query execution and data analysis

Intermediate Python coding skills, with a high proficiency at reading Python code

Experience communicating with customers via phone, email and video chat

Skilled in Linux environment, handling administration, debugging, monitoring, and maintenance tasks

Hands-on experience working with APIs, web technology and AWS Cloud Infrastructure

Proficiency in Bash shell scripting

English (MUST)

Bonus points

1+ year of experience working in the Property & Casualty (P&C) space

Experience working at a scaling startup

Experience working with Zendesk

Hands-on experience working with Python web development, Django and/or Web.py

Beneficios

Fully remote

USD salary