As a Support Engineer, you will be the superhero we need to solve challenging, highly technical problems that face our customers and front-line colleagues. To solve these issues, you must have a knack for troubleshooting a variety of problems (application, OS, network, databases, security, etc.), identifying root causes, and finding the best solution or workaround.
You will also be escalating issues and submitting enhancement requests on behalf of customers to our product team and developers, serving as the gateway between the customer base and internal teams. This requires being able to see the forest between the trees. This also requires being able to understand and translate technical jargon to business users and relay real-world expectations and problems back to the development team. You are the point of interaction between customer and company, and the insight you glean from this relationship will be invaluable in ensuring customer and company success.
Responsibilities:
— Be a superhero and save the day! — Provide front-line support to customers — Provide end-user training (in-person and remote) — Serve as the liaison between customers and internal teams (prod, dev, qa, etc.) — Work with Solution Architects and Sales Engineers out in the field — Serve as the de-facto System Administrator for our hosted customers — Make on-site visits for critical support/solution work when necessary (very rare) — Be ready for early morning/ late night troubleshooting calls — Be ready to monitor the mailbox at the weekends (1-2 shifts per month)
Skills Required:
— Ability to communicate clearly in English, verbally and written — Prior technical support or customer-facing experience of 2+ years (L2+) — Linux familiarity (RHEL, CentOS, Debian, etc.) — Strong troubleshooting skills (scanning logs, navigating the app in Linux/Windows) — Analytical vision (finding discrepancies between the source and fetched into the web app content) — Ability to concisely describe issues and the solutions for those issues — Knack for breaking down technical jargon into layman’s terms — Prior experience with SQL (MySQL, SQL Server, etc.) — Ability to work under pressure — Multi-tasking experience — Strong time management skills (ability to juggle many ongoing items) — A team player but also able to work independently with self-direction — An appetite for learning and professional growth
Nice-to-haves:
— AWS and Azure experience — Windows Server experience — Docker and container orchestration experience — Command line experience (bash, Powershell, etc.) — Familiarity with HTML, PHP, Python — Familiarity with BI Tools like Tableau, Qlik, Power BI, etc. — Comfortable speaking in front of large groups
Opportunities at Metric Insights:
— Learn and become knowledgeable in a wide-ranging number of technologies — Acquire new skills across many facets of the business — Join a small crack team still in the seed stages of growing a technology company — Ability to put your stamp on things (your input matters) — Grow with the company and shape your career
We offer:
— Medical Insurance; — Sports expenses compensation; — English courses; — Fully remote; — 20 vacation working days, 10 sick leaves;
