Cloud / Technical Support Engineer

ABOUT US

Mangonel d.o.o. gathers a highly motivated team of IT professionals that together share close to a 100 years of experience in the complete cycle of business applications development. The success of our clients and partners is our own success and therefore we do our best to help our clients succeed.

Our field of expertise is Enterprise Java Development & Support. For our partner who provides tools that businesses need to create, manage, secure, deliver and measure the success of their videos, we are looking for: Technical / Cloud Support Engineer – Video L2/L3 Troubleshooting.

IMPORTANT NOTICE

Working hours*: 17 – 01 or 16 – 00 (CET)
Job Location: Work from home (Serbia)

*These are available working hours and position is not based on working in shifts.
*Position is not based on working in shifts.

IDEAL CANDIDATE WILL HAVE

• Strong troubleshooting skills – ability to deep dive and tackle each problem with great focus
• English proficiency is a must (speaking and writing)
• Proven working experience in enterprise technical support and/or other relevant IT experience (2 – 8 years)
• Good knowledge of TCP/IP and UDP protocols and network technologies [On-Premises]
• Experience with Linux, System and Network administration [On-Premises]
• Experience with Oracle and MS SQL Databases [On-Premises]
• Expertise in Browser troubleshooting (HTTP, HTML, CSS, JavaScript, Developer Console) [Cloud]
• Knowledge of Web technologies, scripting languages and the Client-Server communication [Cloud]
• Time management skills, priority settings skills and accurate records keeping
• Ability to work under deadlines and handle demanding clients
• Excellent client-facing skills
• Excellent written and verbal communication skills
• Experience with Zendesk and JIRA platform interface is a plus
• Experience with video troubleshooting, Python and Java is a plus
• Diploma in Information Technology, Computer Science or equivalent (ETF, FON, PFM, RAF, Higher School of Electrical Engineering...) is a plus
• Prior experience with late hours is a plus

RESPONSIBILITIES

• Take ownership of reported clients issues in the form of tickets
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow the standard procedures for escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper tracking and closure of all tickets
• Document knowledge in the form of knowledge base tech notes and articles
• Have active team role and provide help to other support team members

WE OFFER

• Permanent employment
• Full time work-from-home experience
• Remote work with Silicon Valley leaders and world class clients (such as IBM, eBay, Vodafone, Bayer, …)
• Working with cutting-edge technologies

If you believe that you meet the requirements, we are strongly encouraging you to apply for this position.