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Technical Support Engineer

Lisboa

Job description

We are looking for a Technical Support Engineer to join our growing team. You will play a pivotal role in supporting our customers by troubleshooting technical issues, collaborating with developers, and ensuring the smooth operation of our Java applications in production.

Responsibilities:

Provide exceptional technical support to our customers, addressing their inquiries and resolving issues effectively.
Collaborate with developers to diagnose and debug complex problems in production Java applications.
Work in a CI/CD environment (ideally GitLab CI or GitHub Actions) to understand deployment pipelines and potential integration issues.
Participate in 1st and 2nd level support, escalating critical issues to 3rd level engineers when necessary.
Demonstrate exceptional triage skills, identifying the root cause of problems efficiently through hands-on debugging sessions with customers.
Document technical solutions and processes clearly and concisely. (Ability to write rich technical documentation is a plus).

Requirements

Must-have Skills:
- Fluent in written and spoken English
- Demonstrated experience maintaining Java applications in a production environment
- Demonstrated experience working in a CI/CD environment, preferably GitLab CI or GitHub Actions
- Willingness to work in a customer-facing role
- Experience working in 1st, 2nd level support and coordinating with 3rd level
- Ability to triage and debug in hands-on sessions with customers

Wants:
- Ability to write rich technical documentation
- Experience working with ServiceNow for Incident Management and Reporting
- Proven track record of contributing to Open Source or Inner Source projects a plus
- Experience with at least one scripting language, preferably Python

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