We are looking for an excellent and talented Technical Support Engineer to join the Octopai team. The optimal candidate will help Octopai become even more customer-centric, and enhance the support tools, as well as the channels, flows, and processes.
Responsibilities
- Collaborate with CSMs, product managers, and R&D to help Octopai become even more customer-focused
- Perform live Production Incidents mitigation including customers and configuration management
- Help to improve customers’ experience with pushing to optimized processes
- Help to push Octopai to optimize customers’ SLAs
- Collect counters to create reports for production activities insights
- Participate in calls and meetings with customers for troubleshooting and better user experience
- Construct and maintain customer product manuals for self-service
Requirements
- Proven track record of at least 2 years as a Technical Support Engineer
- Experience working with Zendesk CRM, SQL server database & Elastic logging, or equivalents for support incidents mitigation
- Experience with constructing support flows and documentation
- Experience working with large multinational enterprises
- Ability to work in a startup environment, team player, excellent interpersonal and communication skills
- Mother-tongue English, written and spoken
- Ability to work flexible hours when needed
- Creative and out-of-the-box thinking
Advantages
- Familiarity with the data and BI worlds
- Familiarity with additional languages, spoken and written
