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You will own and manage customer support cases from initial investigation through resolution while collaborating with internal teams like Engineering and DevOps. Your role involves troubleshooting complex technical issues, analyzing system behavior, and maintaining accurate documentation of findings.
We are looking for a Technical Support Engineer to provide technical support to international customers. You will investigate and troubleshoot technical issues, manage customer support cases from initial investigation through resolution, and communicate directly with customers throughout the process.
Own and manage customer support cases from initial investigation through resolution, keeping customers updated, managing expectations, and ensuring timely follow-up.
Investigate and troubleshoot complex technical issues, analyze system behaviour and diagnostic information, reproduce reported issues where possible, and identify potential root causes.
Assess the severity and business impact of technical issues.
Collaborate with internal teams, including Customer Success, Engineering, QA, System, and DevOps, to investigate, escalate, and resolve customer issues.
Maintain accurate case documentation, including investigation findings, troubleshooting steps, technical details, and resolution information.
Manage and prioritize multiple support cases based on technical severity and business impact.
2+ years of experience in a technical support role, preferably in a customer-facing environment.
Experience working with Windows and Linux environments, including file system navigation and basic system operations.
Experience working with SQL and SQL-based databases.
Experience analyzing application and system logs as part of technical troubleshooting and issue investigation.
Experience working with Jira.
Experience supporting systems deployed in both on-premises and cloud environments.
Ability to investigate and troubleshoot complex technical issues independently, including identifying potential root causes.
Experience communicating directly with customers and collaborating with technical and non-technical teams.
Fluent written and spoken English.
Experience working with PostgreSQL.
Familiarity with Kubernetes, Cloudera, Impala, and the Elastic Stack.
Additional languages, particularly German or French.
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