Technical Support Engineer II

Company Description

Software Tech Company Seeking Technical Support Engineer II

ScientiaMobile's expertise in device detection goes back to the inception of the industry in 2002. Since 2011, we have created many products and solutions for organizations who want the very best in terms of device detection for their web optimization, device analytics, and image optimization. We strive to be the pinnacle of quality for our customers. We built ImageEngine - the industry's most advanced and fastest device-aware Image CDN.

That's where you come in. We need a people-person who always puts the customer first and who is passionate about improving our products and services. The ideal candidate is a self-starter and motivated individual who loves working with new and emerging technologies to solve interesting problems, who is not afraid to continuously improve our environment with new best practices, and enjoys working in a small team.

In this role, you will be the front-line catalyst who creates possibilities, solves problems, and establishes working relationships with our customers. You will discover and analyze our customers' technical needs, and collaborate with the Sales and Engineering teams to help them invest wisely in the best solution. You will need to have excellent communication, documentation, and people skills, as you will be a crucial part of the first in-depth experience our customers have with ScientiaMobile. We will also need you to have a balance of technical expertise, a passion for open source, and a thorough understanding of business processes.

If you have prior web hosting customer support experience, or if you are skilled in DevOpsand you love helping people solve technical issues and driving improvements, then our team wants to hear from you.

Job Description

• Serve as primary point of contact for inbound customer support requests
• Enthusiastically support out internal and external customers via our ticketing system and other tools.
• Familiarize self with our products so you can triage tickets, reproduce and investigate issues, troubleshoot issues using your strengths in logical deduction, and escalate when it is needed
• Use pattern-recognition and high attention to detail to help identify and suggest improvements
• Use your programming skills in Python, Go, or Bash to help build or suggest internal tools
• Operate with highest sense of issue-ownership and follow-through in all customer resolutions
• Ensure customers get due responses in a timely manner, and participate among our global team
• Possess excellent written and verbal communication skills, with ability to communicate technical issues to all audiences
• Help improve documentation on various technical areas for our products and support procedures
• Use your skills as a technical solutions expert and your understanding of industry best practices to deliver timely results to customers that exceed their expectations.

Qualifications

• At least 1 year of experience with B2B software product support or web hosting support
• Prior experience working with customer accounts and a ticketing system
• Programming experience, for example in Python, Go, or Bash
• Strong skills in logical dedication, troubleshooting, and analysis
• Driven to care for customers, to learn, and make continuous improvements all around
• Strong organizational skills, attention to detail, and ability to work independently
• Strong written and verbal communications skills, and desire to take on responsibility
• Ability to maintain flexible work schedule

Must be able to explain how the following concepts work:

• Website hosting, DNS, basic Internet Routing, IP Addresses, Domain names, HTTP (in depth), CDNs, Caching, Cache Purging, Latency, Geographic disparities, HTTP 5XX errors, Troubleshooting, Root cause analysis

Must be familiar and comfortable using these tools:

• Nslookup, Dig, Curl, Wget, Webpagetest or Google Lighthouse, VS Code, Ubuntu or GNU/Linux,

Helpful to have expertise in some of these areas:

• Past work in Customer Support for a webhosting company
• Linux systems administration or DevOps skills
• Web servers / Apache, others
• AWS, Google Cloud Platform, or Azure
• Databases / MySQL, others
• Docker, Kubernetes
• DNS, Networking
• Understanding of firewalls, load balancers, SSL, and VPN technologies
• Design skills, documentation skills, or flowcharting of any kind
• Python, Go, Bash or any other programming languages

Additional Information

How you can stand out (recommended):

• Email your resume and cover letter to: support-jobs_at_scientiamobile.com
• Describe what excellent service means to you, and what Kaizen is all about
• Describe one time you helped a customer and why it was so meaningful to you
• Tell us anything else you want to brag about

Miscellaneous:

• Must be authorized to work in the U.S. - Sponsorship not offered for this role
• Direct hire only: No Recruiters or Recruiting agencies
• Job Location: Reston, VA
• Remote work: Must be within ET or CT US timezones and work ET hours
• On location: Must be at office occasionally for specified events or at intervals