Technical Support Engineer

hace 2 semanas

Desde casa, México Zipdev A tiempo completo

**Role Mission**:To act as the core investigation and problem-solving engine for the support team. This role is responsible for conducting in-depth troubleshooting of complex technical issues escalated from Tier 1, identifying the root cause, and either resolving the issue or providing the engineering team with the detailed analysis needed for a bug fix.**Key Responsibilities**:- Escalation Point: Take ownership of complex technical issues escalated from the Tier 1 team that require advanced investigation.- Issue Replication: Replicate client-reported issues in a controlled test environment to isolate bugs and verify system behavior.- Bug & Feature Escalation: Collaborate with the Business Analyst and Engineering teams to write clear, detailed bug reports and provide context for potential feature enhancements.- Documentation & Process Improvement: Develop and refine support documentation, runbooks, and knowledge base articles for complex issues, empowering the Tier 1 team and improving overall resolution time.- Client Communication: Communicate technical workarounds and resolutions to clients in a clear, understandable manner when required.**Requirements**:- Strong analytical and persistent problem-solving skills are essential.- Experience supporting SaaS products.- Familiarity with concepts like APIs, databases (e.g., MongoDB), and cloud infrastructure (e.g., GCP) is highly desirable.- Ability to work independently and manage investigations with mínimal supervision.- Excellent written and verbal communication skills in English.**Benefits**:- Work remotely Monday - Friday, 40 hours a week (no weekends)- Vacation: 10 business days a year- Holidays: 5 National Holidays a year- Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)- Parental Leave- Health Care Reimbursement- Active Lifestyle Reimbursement- Quarterly Home Office Reimbursement- Payroll Deduction Purchase Plans- Longevity Bonus- Continuous Learning Bonus- Access to Training and Professional Development Platforms- Did we mention it's REMOTE?Wondering how our remote environment or our payment method work? We've put together some helpful answers in our FAQs at the bottom our our career site. Take a look and let us know if you have any other questions

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