Senior Technical Support Analyst
7 days ago
We are seeking a highly skilled Technical Support Analyst to join our 24/7 global support team at Dejero Labs. As a key member of our technical account management team, you will be responsible for resolving critical customer issues with care and providing exceptional technical support.
Key Responsibilities- Set-up, configure, and troubleshoot system components and network issues
- Become familiar with the Knowledge Centered Solution workflow and document incidents to improve our products, services, and support
- Clearly document incidents in order to improve our products, services, and support
- Provide product training to customers
- Manage and improve overall technical knowledge for Dejero, including but not limited to: product documentation, training materials, and Knowledge Base articles
- Write SQL queries to determine patterns for deep-dive analysis
- Champion issues with Development to resolve issues and improve our products
- Analyze and recommend process improvements for your peers
- Field incoming calls and emails from customers, providing immediate assistance and where possible, find a resolution to urgent problems in the field
- Work is on a rotating shift with weekend on-call responsibilities every couple of months
- Work with the Sales team to act as a technical resource and provide opportunities for increased account engagement
- Travel to tradeshows, where necessary, to provide expertise to current and prospective customers
- Leads interdepartmental meetings in place of Manager, where appropriate
- Acts as Team Lead, where appropriate, covering absences or vacations for Manager
- Act as Escalation Prime for escalations and provide feedback to analysts
- Evaluate analyst performance and provide feedback where appropriate.
We offer a dynamic and inclusive work environment that values innovation, teamwork, and continuous learning. As a Technical Support Analyst at Dejero Labs, you will have the opportunity to develop your skills and expertise in a fast-paced and challenging role. Our team is passionate about delivering exceptional customer support and we are committed to providing a barrier-free application and interview process for all candidates.
Requirements- 7 years of technical support experience in the IT, Broadcast Cable and/or Network industries
- Proven track record of technical support with both hardware and software
- Strong knowledge of all things networking such as: routers, switches, TCP/IP, and firewalls
- Curious attitude with how things work. You probably took your parent's things apart with a screwdriver
- Very strong problem-solving skills
- Ability and willingness to travel on occasion (Proficient with Linux)
- Experience in writing or modifying shell scripts using Bash
- Brave, adaptable, calm under pressure — you're unafraid to operate in high-pressure, chaotic situations
- High attention to detail. You spot mistakes and are not afraid to fix them.
Bonus points if you have experience with:
- Strong Networking Knowledge, configuring and troubleshooting network problems
- The ability to speak multiple languages
- Familiarity with major cloud technologies
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