24 day(s) ago

Technical Support Engineer

42000 - 50000 USD per Year


United States, Canada
English: Advanced, Upper Intermediate, Native Speaker
Experience: 3+ years
Employment: Full-time

Deskpro

London
Deskpro is an award-winning technology startup based in London, UK. We create industry-leading helpdesk software, that helps organizations of all sizes provide better customer support.
Deskpro is an award-winning technology startup based in London, UK. We create industry-leading helpdesk software, that helps organizations of all sizes provide better customer support.

Make your voice heard - We always ensure each and every member of the Deskpro team is given the autonomy to truly succeed.

Be part of something incredible - The world’s leading organizations rely on our product to provide their customers with the support they deserve.

Become an industry leader - Deskpro's mission is to help our customers achieve long term commercial growth by facilitating an improvement in their customer support.

Love your job - We do our utmost to facilitate a healthy work-life balance for all our employees and make sure we have every opportunity to perform at our best.

Responsibilities

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 of ensuring the resolution of any issues.
Manage the testing of our VMs, installers, integrations, updates etc.
Help reproduce technical bugs/issues and ensure the resolution of these.
Help to improve the content of our Developer and System Administration manuals (our user guide documentation).
Propose improvements around the 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, 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 with customers in different stages from pre-sales to during a potential crisis. Empathy for our customers and determination 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 Deskpro’s 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 you’ll 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 Canada.

Benefits

Competitive Salary $42k - $50k USD + Company Bonus Scheme
We are a friendly startup-team in London, UK with a growing global remote team.
A mixture of autonomy over your role.
A 'home office' budget, computer, screens, and desk set-up.
25 days holiday per year

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