Customer Support Engineer

hace 5 días

Santiago, Metropolitana, Chile ServiceRocket A tiempo completo

About ServiceRocket

We are a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of our clients' growth. At ServiceRocket, we are committed to the development of every team member and the trust of every customer.

We've been in business for over 20 years, and our team of experts has a wealth of knowledge and experience in providing top-notch technical support services. Our company culture is built on a collaborative mindset, which has earned us a 4.7 rating on Glassdoor. We've also been certified as a best place to work for our US, Chile, and Malaysian offices.

Job Summary

We are seeking a customer-centric and technical-savvy Support Engineer to join our fantastic support team in Santiago. This role is responsible for assisting, diagnosing, troubleshooting, and delivering effective solutions to customers for simple to complex technical problems. You will be working in both cloud and data center environments. You will also participate in technical issue analysis and debugging with other team members while driving continued innovation within the Support Engineering organization.

Key Responsibilities

  • Communicate efficiently and effectively with our customers
  • Own customer communications and issues from initial contact until resolution
  • Become an encyclopedia of knowledge about relevant products and their capabilities and common applications
  • Solve technical problems for customers on a daily basis while ensuring all customers have a great experience
  • Synthesize diverse feedback from our customers, offer informed opinions on potential solutions, and identify bugs/product issues for the development team
  • Resolve issues raised within SLA with the aim of preventing future problems
  • Learn, document, and share knowledge with others

Requirements

  • Basic Linux Administration and Basic SQL knowledge
  • Bachelor's degree in Information Technology, Computer Science, or similar
  • Strong data analysis, critical thinking, and problem-solving skills
  • Ability to work independently and with others
  • Outstanding communication skills in English, which is our common language and will be required for day-to-day operations
  • Some experience in IT support (0 to 1 year)

What We Offer

  • Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit
  • Stock options: you have the opportunity to participate in the ownership of the company
  • Health insurance: we support you and your family–your well-being matters
  • Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location
  • Career pathways program: you can grow horizontally, vertically, or any way you want
  • Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness
  • Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture

Our Selection Process

Our goal is for you to meet our team so that you can confirm we are the right company for you. You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have. Then you'll meet the hiring team and the executive of the area.

Additional Information

ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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