Senior Technical Support Engineer

We are looking for a Senior Technical Support Engineer to join our technical services team. As a key member of the team, you will be responsible for helping customers solve complex challenges to ensure their success with our Policy Administration System (PAS). You will play an impactful role in troubleshooting complex issues, delivering timely resolutions, and maintaining high levels of customer satisfaction.

This position is ideal for someone who enjoys working directly with customers, excels at problem solving on the fly, and is passionate about server upkeep and relational data analysis. If you're ready to make an impact and thrive in a dynamic environment, we’d like to chat with you.

This is a fully remote based role, however candidates must be located in Buenos Aires, Argentina

What you'll do

• Forge strong relationships with our largest customers, leveraging phone, email, video, and on-site visits to quickly resolve challenging issues and offer hands-on guidance
• Provide personalized support to our largest customers, answering their complex questions about capabilities in order to ensure our customers are optimizing our platform
• Dive into debuggers, logs, stack traces, MySQL, DataDog, and Python code to grasp the intricacies of application behavior, troubleshoot configuration issues, and pinpoint bugs for resolution
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides to empower customers and improve self-service capabilities
• Document reproducible JIRA defect reports and customer-facing issue resolutions along with best practice technical notes
• Test API endpoints
• Streamline and upgrade our legacy data delivery and reporting solution, leveraging MySQL and Quicksite datasets
• Collaborate with DevOps to implement effective DataDog monitoring for uptime and scalability, ensuring top-notch performance

• 4+ years of experience working through complex ticketing
• 2+ years serving as a central technical services contact for enterprise clients
• Advanced MySQL abilities with expertise in query execution and data analysis
• Intermediate Python coding skills, with a high proficiency at reading Python code
• Experience communicating with customers via phone, email and video chat
• Skilled in Linux environment, handling administration, debugging, monitoring, and maintenance tasks
• Hands-on experience working with APIs, web technology and AWS Cloud Infrastructure
• Proficiency in Bash shell scripting
• English (MUST)

Bonus points

• 1+ year of experience working in the Property & Casualty (P&C) space
• Experience working at a scaling startup
• Experience working with Zendesk
• Hands-on experience working with Python web development, Django and/or Web.py

• Fully remote
• USD salary