Technical Support Engineer

7 days ago


Austin, United States Deskpro Full time
Job DescriptionJob Description

Deskpro is award winning helpdesk software that helps to bring better online customer service to millions of people.

Our helpdesk software platform allows organisations to consolidate all of their customer support channels (email, phone, live chat, social) into one place. Giving them the software tools needed to provide incredible customer support.

Our Technical Support Engineers help diagnose and solve technical issues by email, phone, and chat. They work with big enterprise customers who have sysadmins of their own, all the way down to single-user accounts with not-so-technical administrators. We aim to provide fast and accurate help whenever it's needed.

What will you be doing?

This is a varied customer-facing role. You'll be performing deep technical troubleshooting to help solve complex problems for our customers. Also, working closely with our Customer Support team and other Technical Support engineers, and you'll often work directly with our software engineers (e.g. reproducing issues, collecting technical information/diagnostics etc) to identify issues in our products and coordinate solutions with customers.

Requirements

  • 2-3 years experience in technical support (L2 or L3), preferably in product support.
  • Strong written and verbal communication skills are required. You will interact with customers in different stages from pre-sales to potential crisis scenarios. Empathy for our customers and determination to fight in their corner is critical.
  • Ability to learn how to support Deskpro’s technical elements (e.g installing software on servers, APIs, integrations, installers, data migration etc.).
  • A love for problem solving, troubleshooting issues and a strong drive to learn new technologies.


Core competencies

  • Linux web hosting sysadmin experience. You should know your tools very well (e.g. curl, dig, git, traceroute, grep, ssh).
  • Strong familiarity with multiple Linux distributions, including Ubuntu and RHEL.
  • Strong familiarity with the Linux CLI.
  • Experience supporting Nginx, PHP and MySQL.
  • Experience identifying and diagnosing issues from analysing logs, stack traces, browser development tools and HAR exports.
  • Creative problem solving. Deskpro runs on-premise as well as in the cloud; sometimes you will be troubleshooting with incomplete information with no direct access to customer services.


Bonus Points

  • Experience working with container technology (e.g. docker)
  • Experience with cloud platforms (e.g. AWS, GCP)
  • Experience with virtualization technologies (e.g. VMWare, Virtualbox, Hyper-V)
  • Experience with other technology our app uses (SMTP/email, Active Directory, SAML, etc)
  • Experience with Windows and Windows Server.

Benefits

Competitive Salary + share options

  • Benefits package, including 401k and healthcare benefits.
  • A chance to be truly invested in a growing software company, with generous share options.
  • A mixture of autonomy over your role and real responsibilities to the team and business.

For more information, you can visit our Careers page

No recruiters or agencies please.



  • Austin, United States Take2 Consulting LLC Full time

    Client is seeking Technical Support Engineers who will directly contribute to the transformative growth within our Cloud and Enterprise Infrastructure division by supporting Cloud Remote Technical Support team reporting to the Cloud Sr. Engineering Services Manager. The ability to work across cultural boundaries and to collaborate with other teams are key...


  • Austin, United States Take2 Consulting LLC Full time

    Client is seeking Technical Support Engineers who will directly contribute to the transformative growth within our Cloud and Enterprise Infrastructure division by supporting Cloud Remote Technical Support team reporting to the Cloud Sr. Engineering Services Manager. The ability to work across cultural boundaries and to collaborate with other teams are key...


  • Austin, United States Take2 Consulting, LLC Full time

    Client is seeking Technical Support Engineers who will directly contribute to the transformative growth within our Cloud and Enterprise Infrastructure division by supporting Cloud Remote Technical Support team reporting to the Cloud Sr. Engineering Services Manager. The ability to work across cultural boundaries and to collaborate with other teams are key...


  • Austin, United States Take2 Consulting, LLC Full time

    Client is seeking Technical Support Engineers who will directly contribute to the transformative growth within our Cloud and Enterprise Infrastructure division by supporting Cloud Remote Technical Support team reporting to the Cloud Sr. Engineering Services Manager. The ability to work across cultural boundaries and to collaborate with other teams are key...


  • Austin, United States Take2 Consulting, LLC Full time

    Client is seeking Technical Support Engineers who will directly contribute to the transformative growth within our Cloud and Enterprise Infrastructure division by supporting Cloud Remote Technical Support team reporting to the Cloud Sr. Engineering Services Manager. The ability to work across cultural boundaries and to collaborate with other teams are key...


  • Austin, United States Take2 Consulting, LLC Full time

    The ideal candidate will be a proven team player and capable professionalism with a history of collaborating with clients to triage issues, determine solutions, and ensuring an overall excellent customer experience. Must have the ability to drive trouble resolution of multi-severity level data center infrastructure related problems and expertise in...


  • Austin, United States Take2 Consulting, LLC Full time

    The ideal candidate will be a proven team player and capable professionalism with a history of collaborating with clients to triage issues, determine solutions, and ensuring an overall excellent customer experience. Must have the ability to drive trouble resolution of multi-severity level data center infrastructure related problems and expertise in...


  • Austin, Texas, United States Take2 Consulting, LLC Full time

    The ideal candidate will be a proven team player and capable professionalism with a history of collaborating with clients to triage issues, determine solutions, and ensuring an overall excellent customer experience. Must have the ability to drive trouble resolution of multi-severity level data center infrastructure related problems and expertise in...


  • Austin, Texas, United States Kit Check Full time

    At Bluesight, our mission is to create groundbreaking medication intelligence solutions that increase efficiency, safety and visibility for health systems and pharmaceutical manufacturers. We empower our customers to deliver the right medicine to the right patient at the right time, every time. We are a high growth healthcare information technology company...


  • Austin, Texas, United States Kit Check Full time

    At Bluesight, our mission is to create groundbreaking medication intelligence solutions that increase efficiency, safety and visibility for health systems and pharmaceutical manufacturers. We empower our customers to deliver the right medicine to the right patient at the right time, every time. We are a high growth healthcare information technology company...


  • Austin, United States Latitude Full time

    This position is looking for someone who is able to work onsite 2 days a week and has experience with DevOps tools like Docker, Jenkins, and CI/CD. This is a full-time direct hire position that is looking to pay between $100k-$110k/yr. This is a high level technical support role that is looking to bring on someone with strong English communication...


  • Austin, Texas, United States Autofleet Full time

    We are making the future of mobility come to life today.At Autofleet we support the world's largest vehicle fleet operators and transportation providers helping them optimize existing operations and seamlessly launch new, dynamic business models - driving efficient operations and maximizing utilization.You Are:Our ideal candidate is service oriented,...


  • Austin, Texas, United States Autofleet Full time

    We are making the future of mobility come to life today.At Autofleet we support the world's largest vehicle fleet operators and transportation providers helping them optimize existing operations and seamlessly launch new, dynamic business models - driving efficient operations and maximizing utilization.You Are:Our ideal candidate is service oriented,...


  • Austin, United States Brinqa Full time

    Brinqa is the leading provider of unified cyber risk management and security analytics. Our software empowers companies to make cyber risk decisions across a wide range of platforms quickly and efficiently. We help our customers' cyber security and technology teams discover, prioritize and treat the most important risks based on real-time risk analytics,...


  • Austin, United States Brinqa Full time

    Brinqa is the leading provider of unified cyber risk management and security analytics. Our software empowers companies to make cyber risk decisions across a wide range of platforms quickly and efficiently. We help our customers' cyber security and technology teams discover, prioritize and treat the most important risks based on real-time risk analytics,...


  • Austin, United States Brinqa Full time

    Brinqa is the leading provider of unified cyber risk management and security analytics. Our software empowers companies to make cyber risk decisions across a wide range of platforms quickly and efficiently. We help our customers' cyber security and technology teams discover, prioritize and treat the most important risks based on real-time risk analytics,...


  • Austin, United States Brinqa Full time

    Brinqa is the leading provider of unified cyber risk management and security analytics. Our software empowers companies to make cyber risk decisions across a wide range of platforms quickly and efficiently. We help our customers' cyber security and technology teams discover, prioritize and treat the most important risks based on real-time risk analytics,...


  • Austin, Texas, United States Unchained Full time

    COMPANY OVERVIEW:Unchained offers a suite of bitcoin financial services built on top of a unique collaborative custody model. These include: buying and selling bitcoin directly to and from cold storage, bitcoin retirement accounts, bitcoin-backed loans, concierge services to educate clients on best security practices, and cold storage solutions for...


  • Austin, Texas, United States Unchained Full time

    COMPANY OVERVIEW:Unchained offers a suite of bitcoin financial services built on top of a unique collaborative custody model. These include: buying and selling bitcoin directly to and from cold storage, bitcoin retirement accounts, bitcoin-backed loans, concierge services to educate clients on best security practices, and cold storage solutions for...


  • Austin, United States NESCO Inc Full time

    Summary: Act as a Technical Engineer supporting nationwide clients in diverse environments, delivering superior assistance as a key member of the production team. You will work directly with Community Financial Institutions and their IT/Operations teams. Primary responsibilities would be ensuring that daily files are successfully loaded through various...