Meet your recruiter Bohdana Rubets

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Vacancy details

ITSM

Support Engineer

Senior

Bulgaria,

Poland,

Ukraine

Remote

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Over 20 years of market experience, Intellias brings together technologists, creators and innovators in Europe, North and Latin America, and the Middle East. Join our international team and take the mission to solve the advanced tech challenges of tomorrow!

What project we have for you

Our client is an innovative global company from the Fortune 500. Consumer Goods Producer and Retailer with headquarters in Switzerland that sells its products in 130 countries. Intellias mission is to support its strategy and efforts in the Digital and eCommerce space.
A newly conceptualized Digital Eco System is comprised of set of capabilities including online shop & website, linking online & offline, customization & personalization, engagement & membership, digital product & services.

What you will do

Overseeing and guiding the technical support team, including setting performance goals, providing coaching, and conducting regular performance evaluations.
Providing expertise in resolving complex technical issues escalated from the support team, ensuring timely and effective solutions for customers.
Maintaining an in-depth understanding of the product or service being supported, as well as the underlying technologies, to offer high-level technical assistance.
Managing escalated cases, collaborating with other departments or senior engineers, and ensuring the appropriate attention and urgency are applied.
Monitoring the quality of support provided, identifying areas for improvement, and implementing strategies to enhance customer satisfaction.
Developing and maintaining knowledge base resources, standard operating procedures, and training materials for the support team.
Tracking and analyzing support metrics to measure team performance, identifying trends, and implementing measures for improvement.
Continuously evaluating and enhancing support processes and workflows to optimize efficiency and effectiveness.
Engaging with customers to gather feedback, address concerns, and ensure a positive customer experience throughout the support journey.
Collaborating with cross-functional teams such as development, product management, and quality assurance to address product-related issues.
Staying informed about industry trends, emerging technologies, and customer needs to recommend innovative solutions and improvements.
Participating in projects related to product enhancements, launches, or system upgrades, ensuring technical support considerations are incorporated.
Providing leadership and guidance to the technical support team, fostering a positive and collaborative team environment.
Generating regular reports on team performance, customer feedback, and key support metrics for management review.
Keeping up-to-date with product updates, technical advancements, and best practices in technical support.
Serving as a customer advocate within the organization, ensuring that customer needs and feedback are communicated and addressed appropriately.

What you need for this

Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).
3+ years of experience in a technical support role.
Strong technical aptitude and understanding of software applications, databases, operating systems, or networking concepts.
Excellent problem-solving and troubleshooting skills with the ability to analyze complex technical issues and provide effective solutions.
Proficiency in Linux operating system, including command-line navigation, file management, and basic scripting.
Solid experience with SQL and database management systems (e.g., MySQL, Oracle, SQL Server) for troubleshooting and data analysis.
Knowledge of programming languages such as Python, Java, or JavaScript, for effective communication with development teams and understanding of code-related issues.
Experience with web technologies (HTML, CSS, JavaScript) and common web frameworks to assist with customer inquiries related to web applications .
Proficiency with version control systems (Git, Gitlab, etc).
Deep understanding of the network protocols and experience with troubleshooting tools (e.g., TCP/IP, Wireshark) to diagnose network-related issues.
Solid experience working with cloud platforms such as AWS (Amazon Web Services), Azure, or Google Cloud Platform, including basic knowledge of cloud architecture and services. Certification would be a plus .
Solid understanding of Magento 2.x software.
Understanding of cloud security best practices and principles, including identity and access management, encryption, and network security.
Customer-focused mindset with a passion for delivering exceptional customer support and building positive customer relationships.
Strong leadership, communication, and interpersonal skills, with the ability to convey technical information clearly to non-technical customers.
Ability to prioritize and manage multiple customer cases simultaneously, adhering to SLAs and maintaining attention to detail.
Proficiency with Incident and Problem management processes, ticketing systems (Jira, ServiceNow, etc), and support tools.
Experience in documenting support cases, resolutions, or knowledge base articles.
Ability to work effectively both independently and in a team-oriented environment.
Continuous learning mindset to keep up with evolving technologies and products.
Advanced English.
ITIL Foundation certification or knowledge of ITIL framework is a plus.

What it’s like to work at Intellias

At Intellias, where technology takes center stage, people always come before processes. By creating a comfortable atmosphere in our team, we empower individuals to unlock their true potential and achieve extraordinary results. That’s why we offer a range of benefits that support your well-being and charge your professional growth.
We are committed to fostering equity, diversity, and inclusion as an equal opportunity employer. All applicants will be considered for employment without discrimination based on race, color, religion, age, gender, nationality, disability, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.
We welcome and celebrate the uniqueness of every individual. Join Intellias for a career where your perspectives and contributions are vital to our shared success.

Incident Manager

What project we have for you

What you will do

What you need for this

What it’s like to work at Intellias

Have not found the most
suitable position yet?

Incident Manager

What project we have for you

What you will do

What you need for this

What it’s like to work at Intellias

Have not found the most suitable position yet?

Have not found the most
suitable position yet?