Technical Support Engineer
Are you a passionate and highly skilled individual with a strong background in application programming, software packaging, and distribution? Do you have an interest in the software and developer community? Do you thrive in fast-paced, fast-growing environments? Are you ready to join a dynamic team and provide exceptional technical support to our customers? If so, there’s a great opportunity waiting for you as a Technical Support Engineer at Bot Consulting. We’re looking for a dedicated and passionate Technical Support Engineer to join our growing team. As a Technical Support Engineer your role provides a deep subject matter expertise on the product solutions and best practices. Working alongside CSMs to provide our customers with technical guidance, go in-depth on use case implementation, and demonstrate the ways to deploy and effectively leverage the product's service.
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Key Responsibilities:
- Technical Support: Provide top-notch technical support to our customers, assisting them with any product-related issues, inquiries, or challenges they may encounter.
- Problem Solving: Diagnose and troubleshoot technical issues, replicating them in local environments and collaborating closely with customers to identify root cause and provide effective solutions.
- Documentation: Create and maintain detailed documentation, including knowledge base articles and FAQs, to assist customers in resolving common issues independently.
- Software Expertise: Leverage your expertise in application programming to build and maintain third party integrations like Terraform, Github Actions, CircleCI etc.
- Customer Advocacy: Act as a customer advocate within the company, sharing customer feedback, feature requests, and insights with the product development team to improve our offerings.
- Working Hours Flexibility: Be prepared to work in shifts or on-call availability (over the weekends) to accommodate our global customer base across different time zones, including the AMER, APAC, and EMEA.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 3+ years in Technical Product Support, a similar role, or a background in software development
- Strong application programming experience, proficient in Java, Python, or JavaScript languages.
- Knowledge of software packaging and distribution concepts and tools.
- Excellent problem-solving and troubleshooting skills.
- An enthusiastic and effective communicator (using English): you should be able to appeal to and communicate with both technical and non-technical listeners alike.
- Ability to work independently and as part of a team.
- Willingness to work flexible shifts to support customers in different time zones.
Things that are bonuses:
- Professional experience in building, testing, deploying, debugging, and maintaining complex systems in production environments; or equivalent experience in open-source ecosystems and projects
- Familiarity with UNIX-like systems (Linux/WSL/MacOS)
- Familiarity with Artifact and Package management, or the software supply chain.
- Familiarity with Cloud-based infrastructure, data structures & algorithms, storage systems, source control, and continuous integration
- Amazon Web Services (AWS) / AWS Certifications
- Significant contributions to open-source projects
- ReST, GraphQL, gRPC API Design
- Docker, OCI, ORAS, Kubernetes (k3s, k8s)
- Sigstore, Cosign, Keyless Signatures, Signature Attestation
- Grafeas, Kritis, Metadata Provenance
- Software Bill of Materials, Software Composition Analysis
- Serverless, Edge Computing, Distributed, Microservices
- Knowledge of Security Principles, Software Vulnerabilities and Zero Trust Models.