Technical Support Engineer - Deskpro

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.

Examples of the types of problems you will be tackling include:

• Troubleshooting issues related to email deliverability
• Assisting customers with the configuration of integrations such as SAML SSO
• Collaborating with customers to identify and troubleshoot errors or unexpected behaviors
• Assisting customers in diagnosing and addressing performance issues
• Helping customers in transferring or migrating Deskpro between physical servers

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, docker).
• Strong familiarity with Ubuntu and RHEL.
• Experience running/supporting self-hosted web based applications (e.g. how web servers work, DNS, HTTPS/SSL, etc)
• Experience identifying and diagnosing issues from analysing logs (e.g. nginx logs), stack traces, browser development tools, HAR exports, etc.
• Experience with docker and running docker containers on Linux hosts.

Bonus Points

• Experience with cloud platforms (e.g. AWS, GCP)
• Experience with virtualization technologies (e.g. VMWare, Hyper-V)
• Experience with common protocols such as SMTP/POP3/IMAP, LDAP, SAML, etc.
• Specific experience with technology our product uses: nginx, PHP, NodeJS, MySQL, redis

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.