At Infront X we empower brands to build unique relationships by creating digital products & experiences people love. We specialize in helping sports, media, and entertainment organizations make deeper connections with their audiences through leading-edge technology, data-driven strategy, and impeccable design.
2 июня 2021

Technical Support Engineer (вакансия неактивна)

Киев, удаленно

Необходимые навыки

Infront X is looking for Technical Support Engineer to deliver world class customer support and build customer satisfaction and loyalty by troubleshooting all inquiries regarding Infront X solutions online and over the phone. We need a resourceful and attentive individual who can make the best use of all tools and technologies to help resolve customer service issues. The ideal candidate will provide effective and timely resolution of a range of customer inquiries, and will be ready to analyze an issue in details, identify a root cause and drive the resolution process.

Requirements:
— Upper Intermediate English (both verbal and written), effective communication skills and ability to explain your point to colleagues and clients with technical background and without it
— At least 1 year of experience in customer-facing Help Desk Support, experience in providing customer-centric support
— Above-average knowledge of mobile applications (Android, iOS)
— Basic knowledge of the following technologies: DNS, HTTP(S), TCP/IP, HTML, CSS, JSON
— Experience working with VPN, proxies, traffic analyzers (at least Chrome inspect tools) — we work with web services and applications and regularly use various tools for traffic analysis
— Basic knowledge of software development process
— Experience working with ticket- and task-tracking systems (ZenDesk, JIRA etc.)
— Experience in analyzing log files and stack traces and identifying the most relevant pieces of information
Initial knowledge of databases — understanding concept of tables and relations, being able to create simple queries
— Methodical attitude, attention to detail, analytical skills
— Self-management/organizational skills, goal & outcome oriented
— Team-first mindset and friendliness — in Infront X we highly value our corporate culture

Предлагаем

— Annual bonuses and salary reviews
— Remote work possibilities
— Fully paid medical insurance and 50% coverage for spouses and kids
— Gym membership/Sports activities reimbursement
— Weekly happy hours and monthly events
— English classes with the native speaker and the opportunity to improve communication skills by regular collaboration with English speaking colleagues
— Outstanding offices and tools (MacBooks, monitors)
— Legal and accounting support

Обязанности

— Provide technical support for backend systems, content management systems, websites and mobile applications built by Infront X via ZenDesk, email and over the phone (all incidents must be registered in ZenDesk and go through standard incident workflow)
— Monitor website availability, application and server health for our clients’ and Infront X’s own systems via monitoring dashboards and respond to corresponding alerts in Slack (acknowledge/analyze/escalate/resolve)
— Participate in client-facing meetings, phone calls and chats
— Work with multiple teams within the company such as infrastructure, development, and business to solve customers’ technical issues and ensure the delivery of a solution to Production systems
— Maintain Technical Support documentation (runbooks, support cases, support training materials) — keep existing documents in actual state, document operational procedures for new types of issues, create end-user instructions
— Acquire and maintain relevant knowledge of Infront X solutions and products, regularly share knowledge with colleagues via internal trainings and presentations
— ‘Own’ business impacting issues by driving involved teams and 3rd party vendors towards resolving customer problem
— Participate in internal projects and initiatives, process internal backlog (tracked in JIRA)

О проекте

At Infront X, we empower brands to build unique relationships by creating digital products & experiences people love. We specialize in helping sports, media, and entertainment organizations make deeper connections with their audiences through leading-edge technology, data-driven strategy, and impeccable design.

Headquartered in Switzerland and with 9 offices across North America and Europe, we are proud of the impact we’ve helped create for elite organizations like the PGA TOUR, Verizon, NASCAR, FOX, Chelsea FC, AS Roma, Comedy Central, the International Ski Federation and the International Basketball Federation, among countless others.