Summary
We are looking for a Senior Technical Support Engineer to join our technical services team. As a key member of the team, you will be responsible for helping BriteCore’s customers solve complex challenges to ensure their success with our Policy Administration System (PAS). You will play an impactful role in troubleshooting complex issues, delivering timely resolutions, and maintaining high levels of customer satisfaction.
This position is ideal for someone who enjoys working directly with customers, excels at problem solving on the fly, and is passionate about server upkeep and relational data analysis. If you're ready to make an impact and thrive in a dynamic environment, we’d like to chat with you.
This is a fully remote based role, however candidates must be located in Argentina. This is a long-term Independent Contractor position.
Note: Please submit your resume in English.
What you'll do
Forge strong relationships with our customers, leveraging phone, email and video to quickly resolve challenging issues and offer hands-on guidance on BriteCore's features and setupProvide personalized support to our customers, answering their complex questions about BriteCore's capabilities in order to ensure our customers are optimizing our platformDive into debuggers, logs, stack traces, MySQL, DataDog, and Python code to grasp the intricacies of application behavior, troubleshoot configuration issues, and pinpoint bugs for resolutionDevelop and maintain technical documentation, knowledge base articles, and troubleshooting guides to empower customers and improve self-service capabilitiesDocument reproducible JIRA defect reports and customer-facing issue resolutions along with best practice technical notesTest API endpointsStreamline and upgrade our legacy data delivery and reporting solution, leveraging MySQL and Quicksite datasetsCollaborate with DevOps to implement effective DataDog monitoring for uptime and scalability, ensuring top-notch performanceWhat you'll bring
Full Degree in Computer Science or related field4+ years of experience working through complex ticketing2+ years serving as a central technical services contact for enterprise clientsAdvanced MySQL abilities with expertise in query execution and data analysis Intermediate Python coding skills, with a high proficiency at reading Python codeExperience communicating with customers via phone, email and video chatSkilled in Linux environment, handling administration, debugging, monitoring, and maintenance tasksHands-on experience working with APIs, web technology and AWS Cloud InfrastructureProficiency in Bash shell scriptingExcellent verbal and written communication skillsBonus points
Experience working at a scaling startupExperience working with ZendeskHands-on experience working with Python web development, Django and/or Web.py