— Writing and improving our customer documentation as a way to divert support queries;
— At least 3 years of QA background;
— Experience with debugging browser bugs;
— Experience of trawling through server logs;
— At least three years of working with Atlassian tools, particularly with Jira.
— Excellent communication skills, with a friendly and engaging language. You need to have the ability to communicate complex information and solutions in a simple and efficient manner;
— Commitment in helping resolve our customer’s support requests, be able to dive deep into their specific browser/feature issues, to seek the reason and to find the proper solution;
— A strong desire to avoid doing the exact same thing the next time, by improving processes or documentation;
— Working with and wiring up systems to automate repetitive tasks;
— A willingness to share with the technical team what you’re working on, issues you encounter, and ideas on how to improve.
— Comfortable, modern and green office;
— Regular review of salaries;
— To join an international tech team;
— Working with cutting edge technologies;
— Friendly team and nice environment.
— Provide ’office-hours’ support each week day from 9:00 am to 6:00 pm.
— Provide technical support by analysing and troubleshooting complex technical
issues quickly and accurately.
— Able to be on-call during out-of-office hours, for highest priority support issues.
— Create bug tickets or tasks to be processed by the development team to efficiently produce a fix or solution. This includes writing up detailed findings during bug triage and, where possible, recommendations for resolution.
— Build Jira test environments so that bugs can be reproduced and so the bug fix can be tested.
— Coordinate with the dev team lead to prioritise and allocate tickets for resolution.
— Perform repeatable technical tasks to ensure smooth operations.
— Follow up with sales or development teams to ensure support issues are adequately resolved.
— Assist in the creation and maintenance of documentation about our products and services to assist resolution of customer support enquiries or diagnose future problems.
— Provide proactive recommendations for improving the system & troubleshooting processes.
— Work with online systems such as: ticket support systems, learning management system, communication systems and other online tools.
We at Alpha Serve are developing Jira & Confluence apps and we are currently looking for a qualified Support engineer to join our team.