Technical Support Engineer (IT company)

We are seeking to train and equip smart and self-directed technology experts in important, cutting-edge DevOps tools in our Kiev, Ukraine, office. Technical Support Engineers will provide enterprise-quality support to our customers as required via support ticketing, email, phone, and web chat tools. Technical Support Engineers in the Ukraine office will work closely with our Fayetteville, Arkansas, United States, Technical Support Engineers.

This is an entry level position, working irregular shifts and some possible on-call hours. We are looking for individuals who have a willingness to learn and who have the self driven aptitude to figure out and understand complex situations.

REQUIREMENTS

• Good English both written and spoken
• Able to communicate and proficiently explain complexities to others on the team
• Research, diagnose, and triage customer issues, ascertaining severity and either resolving or reassigning as appropriate to internal teams
• Take ownership of customer issues and see them through to resolution
• Escalate issues to higher level team members in a timely manner
• Document and close customer issues with internal ticketing system
• Provide prompt feedback to customers to enhance their understanding of technical root causes
• Summarize and contribute to internal knowledge base
• Communicate opportunities for upselling to sales team
• Read, experiment, train, and otherwise be an expert in our underlying technologies, including the Elasticsearch NoSQL database, Kubernetes container orchestration platform, Ruby on Rails, Golang, Amazon Web Services, and more
• Obtain a Certified Kubernetes Administration certification within your first year with the company
• Previous knowledge of Elasticsearch and Kubernetes is not required but candidates that do have experience/understanding will garner higher consideration