Technical Support Engineer (Level 3)

Job Description

Joining LucidLink as a Level 3 Technical Support Engineer you will be responsible for troubleshooting support requests escalated by the Technical Support Engineers at Level 2. You will gain in-depth knowledge in our cutting-edge SaaS technology product which will allow you to track down deficiencies and develop fixes, automate tasks and do performance improvements. Being part of a newly formed technical support team you’ll have the opportunity to grow within the team and take active part in all decision making and processes related to development and customer support. 

Your skills and qualifications:

• At least 2 years of experience as Technical Support or a similar position.
• Fluent English.
• Experience supporting products in desktop applications environments (macOS, Windows, Linux).
• Troubleshooting application issues.
• Ability to read and comprehend source code.
• Ability to use scripting languages to automate and speed up tasks.
• Experience reproducing clients’ issues, and leading debug sessions in live calls with customers.
• Effectively collecting debug information to ease problem solving (logs, memory dumps etc).
• Knowledge in cloud environments (e.g AWS), networking, storage.
• Experience setting up a multi-host environment (e.g. virtualization) to reproduce complex setups.

Your responsibilities:

• Troubleshooting customer issues.
• Develop bug fixes.
• Implement performance improvements.
• Automate routine tasks.
• Working with other teams to ensure a consistent and high-quality level of support.
• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Knowing our product inside out and being able to answer customer’s questions in a wide variety of areas.
• Analyzing how customers are using our services and making recommendations based on the customer needs and providing feedback to business and development teams.