Support Engineer

Calling All Upstarters!

SUPPORT ENGINEER WANTED!

We are Upstart 13. We are humble, hungry, and competent people who are radically changing the expectations and experience of outsourcing for all participants by challenging barriers that create inequality and by bringing down borders in technology for people everywhere. We’re all about delivering value and doing big things. We have become a game-changer for teams around the world who look to Upstart’s services as a differentiator.

Job Description: 

As a Support Engineer, you will be responsible for providing exceptional technical support and troubleshooting services to our esteemed customers. Your primary goal will be to ensure the smooth operation of our software products and promptly resolve any technical issues or inquiries raised by our customers and internal operations. 

Responsibilities:   

• Provide outstanding technical support to customers via various channels, including phone, email, and chat, ensuring timely and effective issue resolution.
• Identify, diagnose, and troubleshoot software-related issues reported by customers and take appropriate actions to deliver prompt solutions.
• Collaborate with customers and internal teams to understand and analyze complex technical problems and suggest appropriate solutions.
• Conduct in-depth investigations to replicate and isolate reported technical issues for troubleshooting purposes.
• Document support tickets, including issues reported, troubleshooting steps taken, and resolution provided, maintaining accurate and detailed records.
• Act as a customer advocate within the company, providing valuable insights and feedback on product improvement opportunities and customer pain points.
• Assist in reproducing and testing reported defects to determine their root causes.
• Take ownership of the creation and enhancement of knowledge base articles, user guides, FAQs, and technical documents to provide self-help resources to customers.

Qualifications

Technical skills: 

• 3  to 6 years of experience 
•Bachelor’s degree in computer science, Engineering, or a related field
• 3+ years of experience with cloud technologies, such as Azure, AWS, or Google Cloud Platform.
• Proven experience in a technical support role, preferably providing support for software products.
• Strong analytical and problem-solving skills to effectively diagnose and resolve technical issues.
• Proficiency with databases, storage services, and configuration files (JSON, XML).
• Familiarity with various operating systems (Windows, macOS, Linux) and networking
protocols.

Soft skills:

•Excellent customer service skills with the ability to maintain patience and professionalism while addressing customer concerns.
•Solid communication skills, both verbal and written, with the ability to explain complex technical concepts clearly and concisely.
•Ability to work independently and efficiently manage multiple priorities in a fast-paced environment.
•Strong attention to detail, organization, and follow-through

Bonus skills: 

• Knowledge of relational databases (e.g., SQL Server, PostgreSQL).
•Familiarity with one or more programming languages (e.g., C#, JavaScript) and an understanding of software development principles.
•Familiarity with software development methodologies, such as Agile.
 

Why Upstart13?

• We put people first at Upstart 13! We believe the world is filled with amazing people and we are willing to go to great lengths to seek out others who share our values to join our cause of bringing down borders in technology for people everywhere.
• We develop leaders at Upstart 13, we focus on what matters to do meaningful work, we own our shit, we stay curious, and we understand responsibility leads to giving. We do big things together!

Perks:

• Job type: a long-term, full-time job.
• Fully remote.
• USD competitive salary.
• 20+ Paid time off days.

Are you ready to join our cause? Be sure to ask, “Why 13?”