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Deskpro
,
London, Greater London
Remote Technical Support Engineer SaaS
Overview
Job Description
Please note: This is a remote role, and you must be based in either the US or UK. We are looking for a Remote Technical Support Engineer with Linux experience (Required), who loves the combination of technical & customer facing support to join our growing support team, helping to support customers of our helpdesk software product suite. This role is a great opportunity for someone who is a proactive and innovative achiever, likes to wear multiple hats, learn new technologies and who wants to become a key part of our growing team! Last year we were ranked on the Deloitte Fast 500 and are expanding our support team across the globe. This is one of those roles where you will need to multi-task and throw yourself into different challenges everyday. You could be on a technical call with a CTO or installing Deskpro onto a customers servers or liasing with the development team about technical issues or bugs. Every day will be different! For more information, you can visit our Careers page ROLE * This is a very varied customer-facing role, some of the things you could be doing include: * Communicating with leads/customers using our helpdesk (tickets, email, live chat, phone) to resolve technical issues and answer technical inquiries. * Help customers install software on their own machines (Linux and Windows) and suggest improvements to our installer systems. * Verify fixes and collaborate with the dev team on regressions and improvements. Take charge for ensuring the resolution of any issues. * Manage the testing of our VMs, installers, integrations, updates etc. * Help reproduce technical bugs/issues and ensure resolution of these. * Help to improve the content of our Developer and System Administration manuals (our user guide documentation). * Propose improvements around usability of the technical aspects of our platform and feed into the dev/product team. Requirements Our ideal candidate is currently working or has experience in technical support for a tech startup or web hosting company and has a loves interacting with customers and problem solving. * *LINUX EXPERIENCE IS REQUIRED* Having Windows/Azure ecosystem exposure (e.g. AD) considered a bonus. * Strong written and verbal communication skills are desired - you will interact customers in different stages from pre-sales to during a potential crisis. Empathy for our customers and determintion to fight their corner is critical. * Experience in a technical support/customer service facing role * Comfort with IT and ability to learn how to support Deskpros technical elements (e.g installing software on servers, APIs, integrations, installers, data migration etc.) * A rapid ability to learn. Deskpro is a powerful product (see the manuals) and youll be excited by the prospect of a large product to learn, understand and support with customers asking different questions and requests each day. * Ability and desire to multitask between the different support, QA and documentation aspects of this role and take on the different responsibilities of each space * A love of problems solving and troubleshooting issues * Knowledge of different operating systems, servers and experience managing self-hosted products * You must be based in either the US or UK. Benefits Competitive Salary 34k - 40k + Company Bonus Scheme * We are a friendly startup-team with HQ in Wimbledon, London, and growing remote team. * A mixture of autonomy over your role. * A 'home office' budget, computer, screens and desk set-up. * 25 days holiday per year * Healthcare & Cash Scheme, Pension Scheme, Reduced gym membership, Perkbox. For more information, you can visit our Careers page No recruiters or agencies please.