Technical Support Engineer (DevOps)

Support Santiago, Chile


As a Level 3 Technical Support Engineer, you will be responsible to provide advanced-level technical support that includes triaging, troubleshooting, and debugging complex issues as well as acting as an escalation point with customers and internal teams. Your work will be cross-functional and will involve working with engineering, QA, DevOps, product management, sales and customer success. 

Responsibilities: 
  • Provide technical support to customers, partners, prospects, and other Technical Support Engineers
  • Resolve customer issues via our case management tool, email, chat, and/or video conferencing
  • Become a technical expert and internal Support SME in at least one area of the product, with broad knowledge across the technology
  • Create technical documentation and update the Support knowledge base
  • Build and utilize complex lab setups to replicate and resolve problems
  • Maintain a groomed backlog of cases and ensure that SLAs for Response Time & Resolution Time are consistently met
  • Provide accurate and complete support escalations and bug reports
  • Support our Hiring, Onboarding, and Training processes by conducting technical assessments and participating in interviews, mentoring and onboarding new support engineers, and delivering training sessions in your assigned areas of expertise
  • Be available for rotational weekend on-call coverage 
Requirements: 
  • 5 to 7 years of experience as a support engineer providing enterprise software application support
  • Master’s degree in Computer Science or Information Technologies, or equivalent experience supporting software components
  • High degree of analytical, debugging, and troubleshooting skills in a fast-paced environment
  • Excellent written and verbal communication skills, with a strong ability to discuss complex technical topics with customers, engineers, and product managers
  • Advanced-level working knowledge of
    • Linux system administration
    • Relational databases (SQL, Postgres, Oracle)
    • Web servers, such as Apache and Nginx
    • Debugging applications written in JAVA and Python
  • Foundational knowledge of:
    • Cluster platforms such as Hadoop and Hive
  • Authentication protocols (Kerberos, SAML, LDAP, SSO, SSL certificates)
  • A big plus if you have experience in the following areas:
    • Django system administration
    • JDBC and ODBC drivers
    • BI data sources (Tableau, Microstrategy, etc)
    • REST APIs
    • Non-relational databases (Elasticsearch, NoSQL, MongoDB, etc)
    • Experience with cloud platforms like AWS, Azure, GCP

*Only shortlisted candidates will be notified!

ServiceRocket is trusted by thousands of enterprises, helping them get the most out of their software and transforming the way they do business. Headquartered in Palo Alto with offices in Sydney, Santiago, Kuala Lumpur and London, our products and services help clients accelerate alignment, reduce friction and connect with their teams, partners and customers.

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