About the Job:
As a Technical Support Engineer you will be joining the Data Maintenance team who are made up of a team of Python developers who ensure data is delivered to our customers on time with the proper quality levels.
Your main responsibility within this team will be to explore error alerts and identify customer issues. Using your knowledge of Python, you will investigate code and communicate with the development team to ensure the customer issue is resolved. This is a unique opportunity if you are experienced in a customer support role and are interested in progressing your career in a development environment.
We’re a team that values collaboration and helping each other therefore you will have the opportunity to learn from a talented team and take advantage of learning and career development opportunities. We meet consistently to discuss problems and brainstorm solutions. We maintain quality through collaborative development and code-review, and everybody’s ideas are welcome. We have an open forum where everyone can express themselves. We also value trust.
Job Responsibilities
- Provide world class support for our Scrapinghub customers by delighting them in every interaction.
- Understand the projects and the customer business requirements.
- Demonstrate your strong customer focus with a mindset for preventing future recurrence of issues and be an advocate for customers to get the best value possible.
- Demonstrate leadership and ability to identify complex technical issues and the impact they have in the customer business environment.
- Share ideas, issues and lessons learned with the rest of the team and the community by constantly adding to and updating our process documentation.
- Investigate the issues and report to the engineering team all the context of the problem.
- Engage with engineering teams to help resolve issues and propose new features/processes that will improve our products and our customer service.
- Effectively collaborate within the team and with other teams to constantly improve the processes and tools providing feedback about them in order to reach greater efficiency and better customer satisfaction.
Requirements
- 2+ years of support or equivalent experience in a customer facing role
- Fundamental knowledge of web programming and standards (HTML, Javascript, APIs, REST, JSON, Mysql)
- Familiarity with Linux/UNIX or Mac Terminal command-line and simple scripting
- Familiarity with Sentry and Freshdesk.
- Basic understanding of Python to be able to write a simple code or review code.
- Extremely well organized and self-motivated - essential because we’re a remote team.
- Excellent verbal and written English skills and ability to articulate a complex system or problem based on the type of audience
- Creative problem solver with think-outside-the-box and can-do attitude
- Strong team player with good analytical and technical writing skills
- Strong relationship building skills with a sense of collaboration
- Ability to multi-task and manage multiple priorities and commitments
- Availability to work full time, during US time zone (pacific) or early APAC hours.