Tier 1 Support Engineer

We are seeking a Tier 1 Support Engineer to join our team in a remote position. This role is responsible for providing first-line technical assistance to both clients and internal users. The primary objective is to troubleshoot and resolve issues related to hardware, software, and networks, ensuring excellent customer satisfaction and operational efficiency.

• Proven experience in a technical support role, preferably within a customer-focused environment.
• Proficiency with Zendesk or other support ticketing systems.
• Ability to consistently maintain an IRT SLA of 15 minutes for incoming support tickets or voicemail messages.
• Strong written and verbal communication skills, with a customer-oriented approach.
• Experience documenting troubleshooting steps and actions within support tickets to ensure accurate tracking and knowledge sharing.
• Understanding of incident management processes and familiarity with escalation/collaboration tools such as OpsGenie and Jira.
• Collaborative mindset with the ability to work effectively across cross-functional teams, leveraging communication tools like email and Slack.
• Detail-oriented with strong organizational skills to manage multiple tickets and prioritize tasks efficiently.
• Advanced English proficiency.

• Familiarity with AWS, Azure, Apigee, and ELK (Elasticsearch & Kibana) for troubleshooting, log monitoring, and read-only data collection.

Main Activities

• Provide first-line technical support to clients and internal users through communication channels such as phone, email, and ticketing systems.
• Identify, diagnose, and resolve technical issues in hardware, software, and networks in a timely and accurate manner.
• Log and track support incidents and requests using ticket tracking tools.
• Maintain up-to-date records of support activity, including solutions and response times.

If this opportunity sounds interesting to you, we invite you to apply and become part of our team!