LVT is looking for a Technical Support Engineer to provide expert assistance and drive efficient solutions to complex technical challenges. You will act as the primary point of contact for customer tickets and a key escalation point within our support organization.
What You'll Do
- Work as the primary point of contact for all tickets in your name.
- Act as an escalation point for the Technical Support and Technical Account Management team.
- Analyze and troubleshoot incidents with a one-touch resolution mindset.
- Interpret customer questions on product usage and provide detailed and timely answers.
- Write detailed and thorough escalation notes for sending tickets to senior engineering teams.
- Perform routine follow-ups and ticket management via email and the case management system.
- Write and maintain the internal and external knowledge bases.
- Communicate with customers and internal parties about existing tickets and identify common patterns.
- Provide feedback to management about improvements to processes and procedures.
What We're Looking For
- 3+ years of professional experience in a Technical Support role within software and/or technology.
- Exceptional communication skills, both written and verbal, with the ability to clearly convey complex technical concepts to diverse audiences.
- Proven experience in in-depth software troubleshooting, demonstrating a customer-centric approach and a strong sense of ownership.
- Ability to create and maintain comprehensive technical documentation, including knowledge-base articles and troubleshooting guides.
- Understanding of networking fundamentals, including TCP/IP, routing, subnets, firewall rules, and proxy connectivity.
- Experience with RESTful APIs, their usage, and how they are leveraged in corporate environments.
- Experience with AI.
- Proficient in navigating and performing basic tasks within a Linux Shell in a professional enterprise environment.
Nice to Have
- Experience reading or writing code with a strong preference for Python.
- Ability to effectively analyze application logs and data sets to extract relevant information for troubleshooting.
- Ability to build cURL commands and use them as a troubleshooting tool.
- Experience with TLS and Certificate troubleshooting.
- Basic understanding of and experience with SAML.
- Experience with database platforms and ability to troubleshoot reading from databases.
- Experience with the following platforms: MongoDB, Docker, OpenVPN.
Technical Stack
- Linux Shell
- RESTful APIs
- Python
- cURL
- MongoDB
- Docker
- OpenVPN
Team & Environment
You will join a collaborative group of problem-solvers within a global Technical Support Engineering team.
Work Mode
This role operates on a global scale.
LVT values a diverse and inclusive workplace and believes in equal employment opportunity. We welcome people of different backgrounds, experiences, abilities and perspectives to apply.
