Technical Support Engineer | Carbyne
Description

Hi, we’re Carbyne. We’re on a mission to help emergency call centers save lives every day. As the leader in emergency collaboration technologies, we’re building a platform that brings game-changing capabilities to people in crisis, such as live video, instant chat, and location tracking. Our platform unifies the flow of life-saving information to emergency call centers, so they can handle emergencies faster than ever, and get to the right people, in the right place, at the right time. We currently provide services to over 400 million people in over eight countries around the world, and partner with Google, Cisco, Amazon, and Microsoft to deliver life-saving technologies. Want to join our mission-driven team? Read on. 

About the role

We are looking for a bright, passionate and talented Technical Support candidate to support our customers and worldwide teams in their use of Carbyne's platform and to ensure ongoing success with our rapidly growing company.

The Technical Support engineer is a key part of our Technical Support team. You will be working directly with our customers and other customer facing departments on dealing with a complex SaaS product and strict SLA. Your working day will also Include diagnosing logic errors, logging bugs, helping prioritize and communicate fixes and helping to drive the quality of our customers' experience with Carbyne. Furthermore, you will be part of a growing team and as such will help to scale our monitoring, support and CRM platforms.

Here's what you'll be working on:

  • Escalations, working directly with our users and Customer Success and on field Support Teams abroad to solve problems and help them leverage all of Carbyne's platform functionality
  • Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution
  • Report bugs to our Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction
  • Clearly communicate with customers and other internal teams about issues impacting their service
  • Effectively verify that issues have been resolved
  • Execute internal processes to streamline and scale support
  • Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions
  • Reporting and knowledge base documentation is required
Requirements
  • 2+ years in a Technical Support/Network engineering related role at a SaaS company
  • Experienced with Jira, Zendesk and monday.com platforms or similar
  • Deep understanding with monitoring tools and platforms, e.g. Datadog, Kibana, PRTG, Dynatrace, OpsGenie or similar
  • In depth knowledge of understanding and reading complex logs
  • Hands-on experience with AWS platform and services 
  • Understanding of SQL databases and basic Shell scripting
  • Must be a creative and analytical problem solver with proven success working independently
  • Ability to distill complex concepts into layman's term
  • Eager and capable of self-learning new technologies as necessary
  • High attention to detail and ability to stay organized in a fast paced, complex environment
  • Have flexibility to cover non-standard work hours as needed
  • Have a customer service DNA and passion to help others!
  • Excellent written and verbal communication skills in English is required


Big plus if you have any of the following skills:

  • Cisco knowledge, mainly Unified Communication support and background
  • Former experience with user testing / QA capabilities
  • Exposure to Customer Success
  • Understanding of APIs


What else we’re looking for:

We’re a mission-driven team with a strong set of values. We take them pretty seriously here at Carbyne, and want to make sure that anyone who joins our team takes them seriously, too. If you grabbed coffee with any of our team members, you would see that we:

Innovate. We think differently, and don’t lean on standard conventions.

Strive to be better. We’re always looking to improve. We define goals and measure ourselves against them regularly. 

Take ownership. We own our actions, complete our missions, and hold ourselves accountable for both. We care deeply about the success of Carbyne, our customers, our partners, and each other.

Are customer-first. We focus on making sure our customers are successful, and we build trust and practice full transparency at all times.


Carbyne believes that every person has a right to equal employment opportunities without discrimination due to race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law. We also strive for a healthy and safe workplace and strictly prohibit harassment of any kind.

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