Technical Support Engineer - Tier 3
The position:
We are looking for eager and talented individuals for our growing Support Tier 3 team, a part of the Operations department
As a Tier 3 engineer, you will be an integral part of a fast-growing technological company, learn and practice high-end technical skills from the best in the industry, and provide enterprise-level support to our customers globally
You will be responsible for our customers’ success, acting as the subject matter expert in Trigo technological solutions and services.
A day in the life:
- Investigate complicated customer complaints up to root cause solutions
- Act as the liaison between our customers and Trigo’s Research and Development teams
- Act as an escalation point for the field engineers, customers, and all Support tiers
- Build troubleshooting guides and provide technical solutions for NOC, Tier 1 and 2 teams
- Be the product expert and trusted advisor for complicated issues
- Develop training programs and materials for field engineers
- Assist R&D teams with the investigation of specific product issues identified internally
- Maintain and update the internal Knowledge Base library while ensuring only relevant data and procedures are kept
- Create, prioritize, and monitor comprehensive escalated Jira tickets for the development teams.
- Diagnosing hardware faults and replacing or repairing the necessary parts
- Proactively reach out to customers to initiate activities such as software upgrades, hardware maintenance, and training sessions for upcoming new features
You bring to the table:
- At least 4 years of experience as a Support Tier 3 engineer
- At least 3 years of supporting on-prem and cloud systems
- Experience in supporting hardware solutions
- Experience in Linux and containers
- Knowledge of SQL and databases
- Proven experience in complex product systems troubleshooting
- Proficient in troubleshooting, monitoring, and managing networks issues
- Fluent English and ability to provide step-by-step technical help, both written and verbal
- Independent, with a can-do attitude and the ability to work under tight deadlines
- A team player with interpersonal skills and enthusiasm for working directly with customers
- Excellent problem solving and analytical skills with an aptitude for learning new technologies
- Ability to learn new features/functionality and communicate those in a value-added way to internal teams
- Ability to multitask, prioritize, and manage time effectively
- Willingness to work off-hours and weekends as needed
- Continuous learning mindset and detail-oriented approach
Nice to have:
- A bachelor's degree in computer science or related technical field is preferred
- Experience in supporting AI solutions
- Familiarity with remote desktop applications and help desk software (e.g., Zendesk)
- Knowledge in one of the programming languages: Python, JavaScript, Rust
- Knowledge in Kubernetes, Consul, Nomad
- Experience working with GCP
- Experience in Datadog, Kibana
- Previous experience as a Linux system administrator
Apply now