Support Analyst addressing technical challenges for PlayOn platform, enhancing customer experience and resolving issues proactively. Engaging directly with clients to support their needs in a dynamic environment.
About the role
- Technical Support Engineer providing hands-on assistance for API management platforms. Leading investigations and resolving issues while collaborating with a global customer base.
Responsibilities
- Leading the investigation of multiple Support Tickets and working collaboratively to understand and resolve customer issues
- Prioritising issues and giving our customers located in multiple countries the level of duty and care they need to help implement our platform in their environments
- Creating knowledge articles to complete our documentation and enabling customers to better understand product use cases
- Being innovative within the team and with customers to help improve processes and tools
Requirements
- 3+ years of relevant experience in a previous hands-on Level 2 Technical Support
- 2+ years of experience with REST and RESTful APIs
- Eager learner, ready to dig into many technical areas
- Networking/web architectures including HTTP
- Containers / Cloud Platforms (Docker, Kubernetes, AWS, GCP, Azure)
- Experience with Access Management products, Identity Providers, OAuth2 protocol, JSON Web Token standard
- Experience with databases (ideally MongoDB or RDBMS), search engine (ElasticSearch) is a plus
- Experience with trace analysis, debugging, and JVM troubleshooting is a plus
Benefits
- Excellent medical coverage to keep your body and mind healthy
- Pension or 401k program options for all locations
- 25 days holiday/vacation in addition to in-country national holidays as well
- 3 mental health days per year with an allowance toward a mood-boosting activity of your choice
- Birthday off to celebrate your day
- Learn and grow with our professional development allowance to be used to benefit your career
- Quarterly outings and an annual off-sites in exciting locations!
- Hybrid work culture
- Endless growth opportunities
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