Deliver world-class technical support for products, troubleshoot issues, collaborate with teams, and improve processes and tools.
We are seeking a technically skilled senior Support Engineer. You will be responsible for delivering world-class technical support for our products, helping customers overcome technical challenges while ensuring smooth communication between users, support agents, and development teams.
This role requires a mix of strong technical troubleshooting skills, customer-oriented communication, and a proactive approach to improving processes and tools.
Key Responsibilities
- Analyze, troubleshoot, and resolve application, system, or integration issues.
- Provide outstanding support for Business Hub and Analytics Platform.
- Troubleshoot issues over calls with customers when needed.
- KNIME workflows to support issue resolution (training will be provided).
- Collaborate closely with fellow support engineers and development team members.
- Contribute to continuous improvement of support processes, tools, and knowledge sharing.
- Share technical insights with the development team to improve future releases.
- Participate in on-call rotations
Requirements
- Strong experience in technical or application support, helpdesk, ticket management or support engineering.
- Familiarity with ticketing systems (Jira, Zendesk, ServiceNow, or similar).
- Experience administering software solutions on Linux and/or Windows platforms.
- Basic knowledge of SQL database for data checks and issue investigation.
- Ability to read and analyze logs.
- Familiarity with identity providers (e.g., Keycloak), LDAP, SAML, OIDC, and OAuth.
- Strong experience or ready to work in software support, ticket management, and escalation processes.
- Knowledge of JVM,Kubernetes deployments, Docker, and RESTful APIs.
- Knowledge of major cloud infrastructures (AWS, Azure, GCP).
- Excellent communication skills in English (written and spoken).
- Ability to clearly explain technical concepts to diverse audiences.
- Strong self-organization, curiosity, and eagerness to learn.
Nice to have:
- Knowledge of monitoring tools (Grafana, Kibana, Datadog, etc.).
- Basic scripting skills (Python, Bash).
- Experience supporting SaaS products.
- Understanding of CI/CD pipelines and DevOps processes.
We offer*:
- Flexible working format - remote, office-based or flexible
- A competitive salary and good compensation package
- Personalized career growth
- Professional development tools (mentorship program, tech talks and trainings, centers of excellence, and more)
- Active tech communities with regular knowledge sharing
- Education reimbursement
- Memorable anniversary presents
- Corporate events and team buildings
- Other location-specific benefits
*not applicable for freelancers
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