Role Overview and Objectives

 

Technical Support Engineer (TSE) is responsible for providing quality and professional support for CloudBlue products, helping customers from all over the world 24 hours a day, 7 days a week by email and over the phone. In this role you will answer how-to questions, recommend best practices, diagnose and troubleshoot problems related to CloudBlue products.

 

Role Responsibilities

Responsibilities of Analyst Technical Support Engineer are:

  • Provide support to customers globally via email and over the phone
  • Answer how-to questions and recommend best practices related to CloudBlue products functionality and configuration
  • Investigate technical issues reported by customers, troubleshoot and identify solution and root cause
  • Ensure that problems are solved by applying correct procedures and documentation
  • Follow standard procedures for handover or escalation of unresolved issues to appropriate teams
  • Manage own time and workload, provide prompt and accurate feedback and status updates to customers according to SLA
  • Ensure proper recording and status update/closure of all processed tickets in the request tracker
  • Document investigation steps and applied solutions in form of tech notes and knowledge base articles
  • Adhere to defined standards and measures for quality and customer satisfaction requirements
  • Maintain up to date knowledge about CloudBlue products, related products and technologies and support processes by attending trainings and self-study

 

Essential Desirable

Knowledge

  • Linux & Windows Server Operating Systems
  • Networking concepts and protocols: TCP IP, UDP, DHCP, netmask, subnet, routing, firewall, NAT, VLAN
  • Web hosting technologies and protocols: web, email, DNS, HTTP, FTP, SMTP, POP3, IMAP
  • Standards, protocols and data formats used for APIs and systems integration: JSON, XML, REST, SOAP, XML-RPC, OAuth, SAML
  • Security concepts and protocols: encryption, public-key cryptography, SSL/TLS
  • Web servers: Apache, IIS
  • Email servers: Qmail, Postfix, Microsoft Exchange
  • DNS servers: Bind, PowerDNS · Relational database management systems: PostgreSQL, MS SQL, MySQL
  • SQL: data types, indexes, foreign keys, analysing and composing queries
  • Odin Automation platform
  • APS Standard and APS Connect
  • Scripting/programming languages: Bash, PowerShell, Python, PHP · Cloud services platforms: Azure, AWS, Google Cloud
  • Office 365
  • Virtualization software: Virtuozzo, Hyper-V, VMWare
  • Plesk web hosting control panel
  • HTML, CSS, JavaScript
  • Debugging tools: strace, tcpdump, Wireshark, browser debugger

 

 

Skills

  • Fluent written and spoken English
  • Good verbal and written communication
  • Logical and analytical thinking
  • Troubleshooting and problem solving skills
  • Accuracy and attention to details
  • Desire to learn and ability to learn fast
  • Time management and ability to deliver on
  • Excellent customer service skills
  • Troubleshooting performance problems
  • Training/coaching skills deadlines
  • Ability to work both independently and cooperatively with others

 

Experience

  • 1+ years as technical support engineer
  • 1+ years as IT systems administrator