Technical Support Engineer

CloudPSO


Date: 2 weeks ago
City: Remote
Contract type: Full time
Remote
Job Timings: Mon - Fri 8 AM - 5 PM US CST

Job Location: Pakistan (Remote)

Job Type: Full-time

We are looking for a proactive and technically skilled Technical Support Engineer to join our team. This role will focus on providing Level 1 support to our clients, managing and resolving technical issues within the framework of our SLA. This position requires strong experience in Python and database management, along with a customer-centric approach.

Key Responsibilities

  • Ticket Management: Respond to and resolve support tickets within specified SLA response times. Track and manage each ticket from initiation to resolution using our ticketing system.
  • Technical Issue Resolution: Troubleshoot and resolve technical issues related to the YouAttest platform, utilizing knowledge of Python and databases (SQL/NoSQL).
  • Database Maintenance and Analysis: Perform basic database maintenance and data analysis to support troubleshooting and escalate complex database-related issues as necessary.
  • Python Scripting: Utilize Python scripts to automate support processes, extract data for reporting, or implement quick fixes for recurring issues.
  • Client Communication: Ensure effective and timely communication with clients to provide updates on the status and progress of support requests.
  • Documentation: Maintain and update internal documentation related to support processes, troubleshooting guides, and knowledge bases.
  • Collaboration: Work closely with the engineering team to escalate and resolve more complex technical issues. Communicate any recurring or critical issues observed.


Qualifications

Educational Background: Bachelors degree in Computer Science, Information Technology, or a related field.

Technical Skills:

  • Proficiency in Python for troubleshooting and scripting.
  • Strong experience with SQL/NoSQL databases for data extraction, analysis, and maintenance.
  • Familiarity with ticketing and customer support systems.
  • Experience: 2+ years of experience in a technical support or IT support role.
  • Problem-Solving Skills: Ability to troubleshoot and resolve technical issues independently while knowing when to escalate.
  • Communication Skills: Excellent verbal and written communication skills for client interaction and documentation.
  • Time Management: Ability to handle multiple requests efficiently within SLA response times.


Preferred Qualifications

  • Experience with cloud-based environments (AWS, Azure, etc.)
  • Familiarity with IT service management (ITSM) practices
  • Knowledge of Identity Governance and Administration (IGA) solutions

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