(Fluent English) Technical Support Engineer (growth to a QA Engineer)

We are looking for a dedicated and technically skilled Technical Support Engineer Tier 1 who is eager to grow into a QA Engineer role. If you thrive in a collaborative environment and are passionate about problem-solving, technical troubleshooting, and customer satisfaction, we’d love to hear from you!

Product:

SaaS products to transform the vast pool of web data from the open and dark web into structured web data feeds, ready for machines to consume. 

Progressive team:

60+ qualified specialists, including developers, analysts, Product managers, sales and customer support professionals. Your mentor is an Application Team Lead with solid experience in this area. The team will have daily and sometimes weekly stand-ups.

Together We Will:

• Manage 5 to 10 complex support tickets daily, ensuring timely task creation, prioritization, and resolution;
• Provide technical support to Enterprise customers, tracking and analyzing support metrics;
• Proactively test platforms by running scripts and monitoring issues such as failed crawls or missed data reviews;
• Conduct data analysis to track ticket metrics, product testing, and ensure adherence to KPIs;
• Perform manual monitoring and verification of active data sources, ensuring no errors in activation/search processes;
• Collaborate with R&D and Sparta Dev teams to investigate, triage, and resolve platform issues;
• Prioritize and monitor the addition of new domains and internal tasks;
• Communicate directly with customers, providing ETAs and updates on issue resolution;
• Participate in weekly meetings with tech teams to discuss and resolve ongoing technical issues;
• Support QA tasks, ensuring product fixes and enhancements are thoroughly tested and implemented.

What We Will Need:

• Fluent written and spoken English; 
• 1,5+ years of commercial experience in Technical Support;
• Ability to understand technical language and collaborate with developers;
• Technical background, such as experience with APIs and SQL;
• Experience working with B2B Enterprise customers;
• Experience with ticketing systems (e.g., Jira, Monday.com, etc.);
• Strong attention to detail, prioritization skills, and a methodical approach;
• Exceptional communication and customer service skills.

Would Be a Plus:

• Experience working with data analysis and support metrics;
• Ability to manage multiple tasks efficiently and work independently;
• Strong organizational and problem-solving skills;
• Great sense of humor 🙂

We Offer:

• Lots of interesting work with a Big Web Data solutions;
• Compensation in USD;
• International team;
• Progressive product company with 7+ years in the IT market;
• Fully remote.