Support Engineer

Company Mission
We're a pathbreaking solution for telco operators that implements intelligent content traffic steering and automated load balancing in very large IP networks - thus significantly reducing network capex while improving quality. The rapid evolution of global internet content delivery towards more diverse and fluctuating network arrangements requires smart solutions that encompass this complexity and offer effective means of control. We offer the technologies to make this happen.

Core Values
We value honesty and transparency, and strongly believe these are the key to working together effectively and efficiently. We also think work should be fun!

Requirements
Our TECH STACK
Languages: Bash, SQL
Tools & Frameworks: ClickHouse (SQL-based DBMS), GitLab CI/CD, GitLab Service Desk

Your QUALIFICATIONS

• You are familiar working with tools such as GitLab Service Desk
• You have the ability to conduct a root cause analysis of an issue
• You demonstrate a customer-first mentality
• You are able to also support non-technical users to troubleshoot with patience and empathy
• You have the desire to learn how Internet Traffic works

NICE TO HAVE

• You have the ability to read and understand a script
• You have knowledge of internet topology and mechanisms behind internet transport

Tasks & Responsibilities

• You will provide 1st line support, from error analysis to qualification and initial solution
• You forward unsolvable problems to the relevant specialist departments
• You monitor our support ticket tracking tool and answer customer inquiries (GitLab Service Desk)
• You carry out technical training courses/webinars and accompany the release of new features
• You create and maintain help documents for using our products in various applications, e.g. FAQs, checklists and technical documents

Core Benefits

• Full flexibility in working hours and location
• Health initiatives, pension scheme, free health checks, flu vaccines
• Learning opportunities and career development
• Company pension and virtual stock options
• Bike leasing program, subsidized public transportation
• Discounts on products and services
• Additional leave for child care during illness
• VSOP Program

Hiring Process

• Application via talent partner
• Initial interview with HR & Product Manager (30 mins)
• Second interview focusing on technical and situational responses (60-90 mins)
• Decision-making process & offer

Skills
english b2+,technical support,sql,1st level support,gitlab service desk,gitlab,ticket management,bash,ci/cd,clickhouse