Support Analyst guiding users of SAP Ariba and other solutions in Spanish, English, and Portuguese. Creating materials to facilitate user adoption and resolving technical inquiries on demand.
About the role
- Technical Support Engineer providing expert guidance and troubleshooting to customers at NavVis. Collaborating with engineering teams to resolve complex product issues and improve support processes.
Responsibilities
- Serve as the first point of contact for our customers across multiple channels (phone, email, etc.)
- Troubleshoot and resolve complex issues using advanced web and browser debugging techniques
- Analyze logs and metrics with precision using CLI tools and monitoring platforms
- Investigate network and connectivity issues using tools like ping and traceroute
- Participate in on-duty support rotations, responding to alerts and diagnosing incidents
- Collaborate with specialists to identify and escalate high-priority issues
- Contribute to improving support processes and enhancing internal documentation
- Help shape and refine the support organization to meet customer needs
- Apply knowledge of cloud environments and Linux/Ubuntu systems to troubleshoot distributed systems
Requirements
- A degree in Computer Engineering, Computer Science, or a related technical field.
- Strong understanding of web technologies including HTTP/HTTPS protocols, REST APIs, browser architecture, and JavaScript fundamentals.
- Extensive experience with advanced web and browser debugging, including deep proficiency in Chrome DevTools.
- Strong expertise in log analysis and scripting, with proficiency in parsing large logs and automating support tasks.
- Experience in monitoring with proficiency in Grafana or related tools.
- Expertise in network troubleshooting, including VPNs, DNS, firewalls, and routing.
- Practical experience working with cloud environments (AWS, Azure, or GCP) is a strong plus.
Benefits
- 15 days of vacation and 11 public holidays
- Flexible working hours and a hybrid work setup
- A competitive compensation package
- A competitive health/vision/dental insurance
- Up to $4500 USD employee referral bonus
- 401k matching up to 4%
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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