Customer Support Engineer

Role - Customer Support- Engineer

B2B Contract

Payrate - 110PLN/hr + VAT

Location - Remote Krakow Poland

Key areas of responsibility:

Educate internal teams and CXCloud Customers on the deployment process, CX Agent technical specs and service expectations

Remotely assist customers with the deployment and installation of Companies’s CX Agent

Provide second/third level technical support for CX Agent and CX Cloud Apply analytical skills and technical knowledge to solve product and software problems of moderate to high complexity.

Acts as a technical specialist and provides support on a world-wide basis. Interact across TAC (Technical Assistance Center) teams and development teams at peer level

Manage cases as they come in for CX Cloud Support or CX Agent Support Update all cases through our Case management system, ensuring accurate and timely notes are kept for all customer interactions and tasks completed Troubleshooting automation

Who You Are Main requirements:

· Strong experience with Unix/Linux system administration

· Customer support experience

· Knowledge of network protocols – SSH, HTTPS, DNS, DHCP, SNMP

· Experience in setup, configuration and troubleshooting of VMware

· Experience in setup, configuration and troubleshooting of Kubernetes and Docker

· Experience with database solutions like MySQL, Elasticsearch, DynamoDB

· Basic familiarity with AWS, API (SOAP / REST) Technical skills - Considered a plus

· Experience with CSPC/ CX Agent/ Prime Infrastructure / Or similar collection software platforms

Would be a plus Overall skills/experience

· Organized, self-motivated, flexible, fast learner

· Strong analytical and troubleshooting skills

· Ability to take point and lead when troubleshooting and in fixing customer problems

· Able to determine problems and deliver solutions with a high level of customer happiness

· Ability to determine root cause and resolution for previously unknown problem

Description:

Project Specialists providing support services scenario:

•Conducts project support activities either within a project or program environment or within a project support services team

Project Specialist leading small projects scenario (e.g. joins Company via Associate Project Manager program):

•Lead small projects to achieve on-time, within budget, high- quality delivery while achieving customer satisfaction

•Responsible for project metric tracking, and managing project financials and profitability

•Identify risk, issues and develop risk response strategy

•Lead or support execution of contract Change Management process

•Manage Partner delivery and commercials when 3rd party technical delivery resources are engaged

•Conduct project support activities

•Build Companies's project community by sharing lessons learned,

•best practices and participating in the PMO Role Community