Senior Technical Support Engineer
Blend, United States
Job Description
As a part of our Support team in the role of Senior Customer Support Engineer, your
primary goal is to independently solve questions and problems for our customers quickly and
efficiently in order to ensure a smooth customer experience.
You will...
Support different, larger customers during escalation processes in a leading role.
Be actively involved in evaluating and possibly improving existing processes.
Provide hands-on support to our key-customers in order to help them overcome technical
challenges.
Be directly involved in enabling innovation for companies using cutting-edge technologies.
Be the first point of contact and process requests from existing and prospective customers
through multiple channels.
Work in close cooperation with our quality assurance, test, and developer teams.
Proactively improve our products and documentation.
Independently acquire the technical know-how to understand the typical challenges of our
customers step by step and are in constant exchange with the HiveMQ core developer team.
Occasionally be on-call, in line with our shift work routine
Stay calm and friendly, even if our customers confront you with an elevated stress level.
Be dedicated to providing exceptional customer support to HiveMQ customers and are always
willing to go the extra mile.
Requirements
You have...
A passion for identifying and solving complex problems
A friendly demeanour and you are confident in person and via phone or email
The ability to adapt to constant development and mastering new technologies
A self starter attitude and you are able to work independently
At least 5 years’ experience in technical support in the field of information technology
Experience in leading communications during a customer escalation
Basic knowledge of object oriented programming
Solid understanding of network technologies
Knowledge of Linux systems
Experience with container technologies such as Docker and Kubernetes
Willingness to fully understand all aspects of HiveMQ technology and services
Willingness to support HiveMQ customers on site or through on-call support (separate
compensation)
Java programming experience
Experience with cloud platforms such as AWS, Azure, or GCP
Distributed systems knowledge
Benefits
Why Us?
We are a remote first company, offering you a very high level of freedom, versatility and
autonomy
We also offer you regular training courses to further develop your career
Frequent team events and big annual company outings
Our unique culture with great colleagues, outstanding team spirit and innovative
technologies
We offer you a versatile job with high personal responsibility and global challenging tasks
You can work in a professional, international working environment with flat hierarchies and
short decision-making paths
With us, you can grow personally in an exciting industry of the future, helping people and
companies reach their full potential
We live a co-operative and respectful corporate culture with fun at work and room for own
ideas
You have the chance to learn, develop and grow with the support of our whole international
team
A very high level of freedom, variability and autonomy
A MacBook and iPhone