Borderfree

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Technical Support Engineer

  • Engineering
  • Full-time
  • IN
  • Remote

2022-07-13 01:51:46 UTC

About The Role:

We are an early-stage startup looking for someone for a technically skilled candidate who can bridge the connection between our clients and product. You should be highly technical and inquisitive. Able to connect with clients and the rest of the Borderfree team to ensure that client issues get resolved. You will be a key member working across engineering /product/business development teams.

Here, you’ll be encouraged, empowered, and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Every day, you'll have new and exciting opportunities to make life brighter for our clients - who are at the heart of everything we do. 

Discover how you can make a difference in the lives of individuals, families, and communities around the world. The role will be remote, working from home and in different time zones.

About The Company:

We design, engineer, and operate our products end-to-end. We are remote-first with more than 60 product engineers all over India. Our leadership team in India / Berlin / Silicon Valley comes from the largest technology companies. Our growth mindset permeates not only our products but also how we hire and work together. We all have a curiosity and desire to change the world with our products.

In This Role, You Can Expect To:

  • Quickly get to the heart of what our clients are trying to achieve.

  • Troubleshoot and resolve complex issues faced by clients.

  • Assist our product managers and engineers to understand the nuances of client issues and recommend solutions to resolve those issues.

  • Work closely with our sales team to identify client pain points, and work with respective teams to address them.

  • Provide technical expertise to the sales team & partner with them in business development efforts.

  • Search knowledge base to verify if reported problems are already known issues with a defined resolution plan or problem workaround

  • Impact analysis with accurate classification of reported issues to ensure appropriate prioritization with root cause analysis

  • Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.

  • Batch monitoring, tracking & escalation to upstream/downstream applications.

  • Act as the technical SME for troubleshooting/resolving any reported production incident/ticket/issue

  • Ensure the performance of daily health checks of the applications, scripts, etc

  • Participates in change management reviews, confirmation of changes implemented and validate associated documentation

 

You May Be A Good Fit For Our Team If You Have:// Your skills and experience

  • Good written and verbal communication.

  • Degree in computer science or information technology.[not Mandatory]

  • Deep interest or knowledge about tech. Being able to understand and explain complex technical specifications are key.

  • Great communication & presentation skills - you can make the complicated sound simple and interact with technical and non-technical, alike.

  • A collaborative team-first approach to efficiently work with clients, consultants, and internally, with the product, engineering, and sales team.

  • Put great attention to detail and good problem-solving skills.

  • Good debugging skills

  • ITIL Certification is an added advantage.

  • Strong attention to detail when communicating with customers (verbal & written)

  • Excellent ability to learn and articulate software-related and technical concepts

  • the ability to multi-task, prioritize, and manage time effectively

  • Knowledge of the UNIX/Linux operating system

  • Knowledge on one of cloud services AWS/Azure/Google Cloud

  • Knowledge of at least one programming language like golang,react,java,Javascript etc.

  • Knowledge on monitoring tools(Splunk, Dynatrace, Grafana).

  • Knowledge on cloud deployment, monitoring, and ops analysis tools such as Kubernetes, Prometheus, Elasticsearch, Grafana, Kibana, Splunk, DynaTrace, etc. Change and Incident Management Tool

Remote restrictions

  • Workday must overlap by at least 6 hours with Berlin, Germany