Technical Support Engineer / инженер технической поддержки (with knowledge of English language)

Hello! We’re Evgeny and Anatoly — an HR Manager and a VP of Product Engineering from the team behind a powerful and impactful product: a system for delivering critical information within large and enterprise-scale organizations.

Our product was specifically designed for companies with 1,000+ employees. It was created over 15 years ago and has since been successfully sold worldwide, serving well-known companies such as KRKA, Vodacom, Raiffeisen, L’Oréal, and others.

We are looking for a proactive and skilled Technical Support Engineer to join our support team. You will be the first point of contact for technical queries, responsible for diagnosing and resolving issues, assisting with deployments, and ensuring customer satisfaction. This role involves working closely with our clients, engineering, and product teams to deliver high-quality support.

Key Responsibilities:

• Serve as the primary point of contact for technical support inquiries via Zendesk.

• Diagnose and resolve product-related issues, including server and client application troubleshooting.

• Perform product deployment, including configuration, setup, and initial testing.

• Investigate and escalate complex issues to the development team, ensuring timely resolution.

• Provide customers with guidance and best practices for product usage.

• Maintain accurate and detailed documentation for each support case.

• Collaborate with cross-functional teams to address and resolve customer concerns.

• Monitor and adhere to SLAs for response and resolution times.

• Identify trends in support tickets and provide feedback to the product team to enhance the product.

Requirements:

• Proven experience in system administration or a similar role.

• Strong knowledge of Windows environment.

• Familiarity with Active Directory, IIS, and SQL for troubleshooting and configuration.

• Experience with cloud and on-premise solutions.

• Proficiency in using ticketing systems like Zendesk or similar tools.

• Excellent problem-solving and communication skills.

• Ability to work effectively under pressure and manage multiple priorities.

• Willingness to work flexible hours to support customers in different time zones.

• English proficiency at a professional level (written and verbal).

Preferred Qualifications:

• Experience with software deployment and configuration.

• Basic understanding of networking concepts (e.g., SMTP, DNS, SSL).

• Knowledge of scripting or automation tools is a plus.

Required Skills:

• Linux

• NGINX

• Docker

• Windows Server

• IIS

• SQL (queries, basic troubleshooting, backups/restores)

• AD and Group Policy

• EntraID

• Intune

• SSL

• SSO

• Networking basics (DNS, firewalls, proxies, ports)

• Understanding of JavaScript for client-side issue investigation

• Basic knowledge of C# or ability to read and interpret error logs and stack traces

• Route cause analysis

• Communication

• English (B2 or above)

If you have the right skills, are looking for a job you’ll truly enjoy, and would like to discuss it personally - feel free to apply for the position, and let’s get to know each other over a Zoom call