— Proven technology background (technical support experience)
— Reliability, proactivity, and sharp attention to detail are a must
— Willingness to jump into a call with a customer to perform real-time troubleshooting — Foster friendly, but professional, relationships with customers
— Ability to cut through vagueness and find the root of a problem
— Ability to think quickly and to communicate positively even when sharing bad news
— Ability to effectively multi-task and juggle priorities
— Hands-on experience with system monitoring tools
— Proficient with Linux, Docker, NGINX
— Comfortable looking through database tables (e.g. phpMyAdmin)
— Comfortable with command line
— Comfortable making adjustments to scripts (with a general interest in scripting/programming) — Calm under pressure (ability to think clearly in 911 situations)
— Willingness to create internal documentation and processes to assist internal education — Great verbal and written communication in English
— Pride in your work
— Empathy for your fellow human beings
— BS degree in Information Technology, Computer Science or similar
— Technical certifications
— Knowledge of system administration, including networking
— Experience with Hubspot Service Hub (our ticketing system)
— Familiarity with GIT, Jira and Bitbucket
— Sense of humor :)
A professional environment with great people to work with
Opportunities to make a difference and grow professionally
Work in distributed agile teams with the right processes in place
Direct cooperation with the customer
Dedicated HR / Client Manager
Regular performance reviews
Competitive salary, medical insurance, 20 working vacation days
We have a global customer base, and we aim to provide outstanding support to all our customers. Our L2 support is a big reason why many of our customers stay with us, especially our larger customers. We give them a personal touch and go the extra mile to make sure their problems are resolved. And we need you to help us achieve this.
You are an extremely technically-minded person with excellent troubleshooting skills. The learning curve is large (our video conferencing product is complex and has many features), but you are a quick learner. You are interested in new technologies and new challenges.
Unlike L1 support, where customers tend to run into the same kinds of problems repeatedly, the L2 support pipeline has a wide range of different use cases, and you don’t mind getting your hands dirty to get to the bottom of things.
You are comfortable collaborating with customers to help them resolve their issues. You are courteous in your communication and can put yourself in the shoes of the client.
You will be supported by the existing support team, which is currently not a large team, but we are growing. Our working environment is relaxed and professional, and there are lots of opportunities to learn on the job.
ABOUT DIGITAL SAMBA
Founded in 2003 in Barcelona, Digital Samba has powered video conferences for over 20,000 customers, in over 100 countries. We’ve proudly built a global team with members having diverse backgrounds, but who all share the unwavering goal of putting the user — the human — first. We use our 18 years of experience in video conferencing to keep our platform on the cutting-edge and build features that allow millions of people to effectively collaborate, educate, and connect — all in their browser window.
ABOUT SAMBA LIVE
Our product Samba Live is a blank canvas that can be filled with ideas for a better tomorrow, allowing everyone to collaborate in real time seamlessly. Used across all disciplines, our platform enables people to connect and work with one another. By removing physical and technological barriers, we allow our users to create amazing things. Our platform is built to be simple, intuitive, and fast. The flexibility we provide enables businesses and individuals to build upon our platform across the globe. We take advantage of innovative technologies to power the change to a better world tomorrow. Our purpose is to serve the social challenges and opportunities we will see over the next years to come.