Full-Time Technical Support Engineer

We are looking for Technical Support Engineers to join our team in South Africa and India. Reporting to the Head of Technical Support, you will be responsible for supporting customers by solving complex technical issues in both production and non-production environments for Trustonic products. Our Support Engineers are key contributors to the global product organisation. They play a pivotal role in solving complex issues within our customer base.

Individuals in this role are passionate about working with customers and display that passion by making every interaction an exceptional experience. We look for individuals with a great personality, communication skills, and an ability to solve technical customer problems in a fast and efficient manner.

Responsibilities:

• Resolving complex technical support requests in both production and non-production environments.
• Collaborating with support & other teams to provide high-quality and effective customer experience, with exceptional communication skills.
• Accepting and troubleshooting customer cases submitted to a global queue.
• Leveraging the Knowledge Centred Support (KCS) methodology for solving and documenting case resolutions.
• Author, publish, and evolve KCS articles as a by-product of solving issues.
• Communicating technical details in a clear, concise manner.
• Continuously learning new skills, technologies & products, keeping up with Trustonic SaaS Platform.
• Participating in regular testing of the product, including new releases.
• Helping to improve all customer-facing documentation in areas of expertise (Wiki & Zendesk)
• Demonstrating the ability to work within support tools and manage work volume as communicated by the manager.
• Providing timely updates and manage customer expectations.

Qualifications:

• 4+ years of related experience and/or bachelor's degree with 2-4 years’ experience

Skills:

• Preferred Support experience in JIRA & Zendesk
• Skills in SQL DB, Linux SSH Keys and certificates, Git, APIs
• Basic knowledge of BASH scripts/Python and Knowledge of AWS
• Ability to read, write, and speak English fluently, communicating complex technical problems and solutions to customers of all skill levels while being personable.
• Exposure to mobile technologies (extremely advantageous)

Attributes:

• Receptive to change – flexible, seeks and adopts improved approaches and processes.
• Initiate action and are results-oriented, taking responsibility for actions and outcomes. Meets commitments and strives for high performance.
• Manage the workload – make timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.
• Technically proficient – knows role and has a solid familiarity with tasks and responsibilities.
• Take responsibility for your own learning – knows personal strengths and recognises development needs. Is open to feedback and always seek to learn.
• Communicate ideas – strong facilitation and written communication, proposes a way forward. Listens to views of colleagues and takes in diverse perspectives.
• Work collaboratively – shares information, fosters teamwork and contributes to positive work environment where people want to come to work.
• Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the Culture code and acts as a good citizen of Trustonic.

Education:

• Engineering degree, or relevant experience

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