Вакансії Technical Support

Altinity is looking for elite database support engineers who can guide users around the globe in building ClickHouse applications. Have you delivered analytic applications in production environments? Have you operated ClickHouse clusters at a petabyte scale? Are you intensely curious about database technology and tricks to use ClickHouse effectively? Let’s talk about how you can share your knowledge with our rapidly expanding customer base as well as the broader ClickHouse open-source community.

Your responsibilities will be divided as follows:

• Support (75% of the time):
  • Helping build production-grade systems based on ClickHouse: advise how to design schemas, plan clusters etc. Environments range from single node setups to clusters with 100s of nodes, including Altinity. Cloud, our managed ClickHouse service.
  • Working with the community – GitHub, Stack Overflow, Telegram.
• Research and development (25% of the time):
  • Studying new usage patterns, ClickHouse functions, & integration with other products.
  • Writing tech articles – for Altinity blog and internal KB.
  • Working on infrastructure projects related to ClickHouse.
  • Improving ClickHouse itself – fixing bugs, improving docs, creating test-cases, etc.

Candidates need to meet the following qualifications:

• Experience with ClickHouse is a MUST!
• Expert SQL knowledge for one of: MySQL, PostgreSQL, Oracle, SQL Server;
• Strong Linux shell skills/bash scripting skills;
• Experience with running production-grade systems;
• Technical English writing and speaking skills;
• Docker/Kubernetes self-defense skills;
• Basic knowledge of distributed system concepts and big data technology stacks;
• Knowledge of at least one programming language (Python, C++, Java, Go);
• University degree (IT/math) or equivalent experience.

The following additional qualifications are a significant plus:

• Kubernetes knowledge and operating experience;
• Experience with big data stack components like Hadoop, Spark, Kafka, Nifi;
• Experience with data science/data analysis;
• Knowledge of SRE/DevOps stacks – monitoring/system management tools (Prometheus, Ansible, ELK, …);
• Version control using git.

A day in your life as a ClickHouse Solutions Engineer may include any or all of the following:

• Handling support calls from customers using ClickHouse. This includes diagnosing problems connecting to ClickHouse, designing applications, deploying/upgrading ClickHouse, and operations.
• Support engineers need to be ace puzzle-solvers who can figure out what problem the user is encountering, diagnose root cause(s), and propose solutions.
• Researching new technology, working on ClickHouse-related side projects, and fixing Clickhouse itself.

Our team is looking for Technical Support Engineer !

Requirements:

• Bachelor’s degree in information technology or computer science;
• Knowledge of English at the intermediate level (upper intermediate will be a plus);
• Good interpersonal skills and time management skills;
• Proven work experience as a technical support engineer or in a similar role for at least 3 years;
• Strong testing skills and knowledge of web services, APIs, and IP-based protocols;
• Ability to troubleshoot complex system and software issues;
• Client-oriented and friendly attitude, attentiveness, self-dependence;
• Strong critical thinking and problem-solving skills;
• Excellent written and verbal communication skills;
• Motivation to learn new skills and technologies.

Responsibilities:

• Collecting as much information as possible about the problem and attempting to solve it independently or escalating it to the appropriate Tech team (QA, developers, BA, DevOps, or system administrators);
• Installing and configuring client connection systems, e.g. accounts, connectors, etc;
• Responding to client support requests;
• Repairing software system malfunctions, issues, and related problems;
• Evaluate and prioritize customer support cases;
• Respond to customer inquiries and assist in troubleshooting and resolving challenges;
• Communicate and resolve customer problems via the Jira system or live chat;
• Act as the initial point of contact for all system related concerns from clients;
• Act as the primary liaison between company and your customers;
• Prepare accurate and timely reports;
• Tracking and managing work records and documentation;

Will be a plus:

• Technical support experience in card processing or fintech company;
• Having a higher or incomplete higher technical education is a plus;
• Jira experience;
• Bachelor’s degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification.

Проект Дмитра Дубілета – софт на заміну касового апарату на допомогу бізнесу вбивати на корені бюрократію та економити масу ресурсів та грошей.
Продукт стрімко розвивається і в команду шукаємо мотивованого та професійного Technical Support спеціаліста.

Що ми очікуємо від кандидата:

Hard Skills:

• Досвід роботи в HelpDesk, ServiceDesk;
• Спілкування з клієнтами в чаті та по телефону;
• Допомога із встановленням програмного РРО;
• Технічна освіта;
• Знання SQL.

Soft Skills:

• Проактивна позиція, професіоналізм, комунікабельність
• Постановка завдань на команду розробки;
• Самостійність у вирішенні проблем.

We Build a Platform to Automate Subscription Business with Vendors and Customers' Own Services.
We are searching for a dedicated support expert for some of our largest global customers. You will initially be trained in our platform, but should already have the qualifications for the other job requirements.

Your Responsibilities & Mission:

• Technical support and troubleshooting.
• Operational support tasks in the Application Support team working with Microsoft Cloud technologies.
• Scope a customer issue by collecting the relevant facts and investigating the problem by doing his own research and by involving other teams as needed.
• Consult and collaborate with peers or colleagues around the world and with management and engineering to resolve service issues.
• Act internally as a customer/reseller advocate.
• Empower customers/resellers to find information, self-solve when they decide to, and learn more about Microsoft products, services, and support.
• Advise customers on how to gain additional value from their Microsoft products.
• Document technical work and research to help your colleagues to improve the product, and improve the support experience.
• Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.
• Having ownership of tasks, proactively following upon them, and ensuring fast resolution.

Your Qualification, Skills & Experience:

• Previous Support experience in IT.
• Strong SQL skills: ability to connect the database, ability to execute and create SQL queries.
• Hands-on experience working with APIs.
• Fluent English (verbal and written).
• Experience with Microsoft Cloud technologies (Azure) is a plus.
• Experience with troubleshooting SaaS application is a plus.
• Experience with licensing and invoices is a plus.
• Experience with MS partner center or similar administrator portals is a plus.
• Ability to identify, update and create Help Center articles to assist team members and external users with navigating and using a product.
• Ability to work as part of a team.
• Ability to make quick decisions, align priorities and execute tasks.
• Be able to stay calm under pressure.
• Ability to communicate well and precisely.

The Support Specialist is the main link between players and developers, exploring all the wishes of users and the problems they may encounter, as well as being the first to come to help users.

Responsibilities

• helping players in solving in-game and technical issues;
• processing user requests within the framework of targets (KPI);
• investigation of in-game situations;
• tracking Facebook fan pages, replying to users in private messages, and making comments under their posts;
• working with user reviews in the Google Console;
• reporting on users' activity based on data from AppAnnie, Helpshift, and Zendesk;
• drafting instructions and F.A.Q.

Nice to have

• knowledge of other foreign languages;
• experience with Helpshift/Zendesk;
• experience in technical support;
• experience in the gaming industry.

Requirements

• confident knowledge of English (Upper-Intermediate/Advanced);
• sociability;
• creativity;
• attentiveness;
• ability to organize work time effectively;
• customer focus, desire to help people.

Якщо ти талановитий Support Engineer, хочеш реалізовувати масштабні проекти та створювати ігри світового рівня – приєднуйся до VOKI team!

Ми просто створені одне для одного, якщо ти:

• Маєш глибоке розуміння процесів складання, CI/CD, роботи з патчами та релізами
• Вмієш користуватися скриптами для автоматизації процесів та інструментів
• Маєш досвід роботи з інструментами TeamCity, Git, Asana та ін.

Буде перевагою:

• Досвід роботи в геймдеві
• Розуміння специфіки роботи з LiveOps та аналітичними подіями
• Навички програмування та автоматизації тестування

Що потрібно буде робити:

• Організовувати роботу команд
• Впроваджувати нові інструменти та підтримувати процеси CI
• Надавати технічну підтримку команд
• Займатися розвитком системи документації
• Працювати з патчами та LiveOps

RNG Technical Support Engineer (L2) is primarily responsible for providing excellent customer service and technical assistance to Operators and Account Managers. They troubleshoot and resolve technical issues related to the Product issues (bugs, reports issues, game issues, etc.). The primary goal of the Technical Support Engineer is to ensure customer satisfaction and minimize downtime by providing effective solutions. RNG Technical Support Engineer reports to the Support Shift Lead during the immediate shift and Support Team Lead directly.

Primary responsibilities

• Respond to customer inquiries and support requests promptly and professionally.
• Identify, troubleshoot, and resolve technical issues faced by Operators or their clients.
• Provide step-by-step guidance and instructions to customers to resolve technical problems.
• Collaborate with cross-functional teams, such as developers or product managers, to escalate and resolve complex technical issues.
• Document and track customer interactions, including issues, resolutions, and follow-up actions, using a ticketing system or CRM software.
• Conduct research and gather information to provide accurate and up-to-date solutions to customers.
• Keep up to date with the latest trends, technologies, and updates related to the supported products or services.
• Assist in product testing, bug tracking, and providing feedback to the development team.
• Help Support peers with day-to-day tasks and professional development by sharing knowledge.
• RNG Technical Support Engineer also performs other duties as they deem necessary in the execution of their duties or duties as delegated by the Support Manager, Head of Support, or the Employer.

Proficiency requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Proven experience in technical support, customer service, or a related role.
• Strong problem-solving and analytical skills with the ability to diagnose and resolve technical issues.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical individuals.
• Proficiency in using ticketing systems, CRM software, and other support tools.
• Familiarity with hardware, software, operating systems, and networking concepts.
• Basic programming or scripting knowledge is a plus.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong time management and organizational skills with the ability to prioritize tasks effectively.
• Customer-oriented mindset with a focus on providing exceptional service and satisfaction.
• English level Intermediate or higher

Hard skills

• Monitoring skills:
  • Familiarity with monitoring tools such as Grafana, Kibana, Zabbix, Prometheus, and Icinga is essential. It is critical to understand how these tools work and how to configure them to monitor various aspects of IT systems.
  • Would be a plus to know key performance indicators (KPIs) and metrics for various IT systems (e.g., servers, databases, applications, networks). Understanding how to set thresholds and alerts for these metrics is necessary to monitor the health and performance of IT systems.
  • Proficiency in log analysis using tools such as ELK (Elasticsearch, Logstash, Kibana), Graylog, or Splunk is valuable. Searching, filtering, and analysing log data to identify issues and trends is crucial for effective monitoring.
  • Basic knowledge of incident management processes and tools such as ITIL, Jira, or ServiceNow is important. Understanding how to handle incidents, including incident identification, prioritization, escalation, and resolution, is crucial to ensure timely responses to issues.
• Database skills:
  • Proficiency in working with RDBMS such as Oracle, MySQL, PostgreSQL, Microsoft SQL Server, or SQLite. Understanding concepts like data modeling, tables, SQL querying, transactions, and indexing is essential.
  • A strong understanding of SQL is crucial for working with relational databases. Proficiency in writing SQL queries, creating and modifying database schemas, and performing data manipulation operations (e.g., SELECT, INSERT, UPDATE, DELETE) is necessary.
  • Would be a plus to know NoSQL Databases: Familiarity with NoSQL databases like MongoDB, Redis, or Elasticsearch. Understanding the different data models (e.g., document-oriented, key-value, columnar) and how to interact with these databases using their respective APIs or query languages.
  • Basic knowledge of database security principles and best practices, including securing database access, encrypting sensitive data, implementing user roles and permissions, and auditing database activity.
  • Understanding data governance principles, data quality management, and compliance requirements (e.g., GDPR, HIPAA) to ensure data integrity, privacy, and regulatory compliance.
• API skills:
  • Understanding the principles of good API design is essential. Skills in designing RESTful APIs, including defining resource endpoints, HTTP methods, request/response formats (e.g., JSON, XML).
  • Knowledge of API security practices, including authentication mechanisms like OAuth 2.0 or JSON Web Tokens (JWT), securing API endpoints using SSL/TLS, handling authorization and access control, and preventing common security vulnerabilities (e.g., cross-site scripting, injection attacks).
  • Skills in testing APIs to ensure their functionality, reliability, and performance. Proficiency in using tools like Postman, and Newman, validating responses, and handling edge cases.
• Network skills:
  • Understanding network topologies, protocols, and components is essential for designing scalable, secure, and efficient networks. This includes knowledge of concepts like VLANs, subnets, routing, and network segmentation.
  • Familiarity with network protocols such as TCP/IP, DNS, DHCP, SNMP, ICMP, and routing protocols (e.g., OSPF, BGP) is crucial. Understanding how these protocols function and interact enables effective network troubleshooting and optimization.
  • Proficiency in configuring network devices like routers, switches, firewalls, and access points is important. This includes setting up IP addressing, configuring VLANs, access control lists (ACLs), and implementing security measures.
  • The ability to identify and resolve network issues is critical. Skills in packet analysis using tools like Wireshark, knowledge of common network problems, and understanding of network diagnostic tools like ping, traceroute, and netstat are valuable.
  • Knowledge of network security principles and practices is vital to protect networks from unauthorized access, threats, and vulnerabilities. This includes concepts like firewall configuration, VPNs, intrusion detection systems (IDS), and secure network design.

Infopulse is inviting a talented professional to join our growing team as a Support Engineer. Become a part of Infopulse team at Vodafone Ukraine – Ukraine’s top mobile operator and our partner for more than 20 years. Our experienced closely-integrated team is involved in the key processes that affect connectivity and service provision (project management, business analytics, consulting, etc.) for millions of people. We help Vodafone Ukraine to stay atop the competition and provide unrivalled subscriber experience.

Areas of Responsibility

• Ensuring the operating state of computers and peripheral support (PC, printer, etc.)
• Advising employees on the use of computer software and peripherals
• Counting computer software and hardware
• Administrating client workstations (account management, control at the level of information security, the proliferation of new versions of the client software)
• Providing users with computer and peripheral equipment (receipt and installation of equipment at the workplace)
• Evaluating the possibility of direct participation in connecting customers to the network enterprise telephony (PBX)

Qualifications

• At least 1 year of IT experience, preferably in remote support of PC users
• Knowledge of operating systems Windows XP/7/8 at the level of administration
• Knowledge of personal computers and peripheral equipment hardware
• Knowledge of the principles of construction and administration of local networks
• Knowledge of the principles of building and administration of corporate telephony Nortell (PBX)

Will be an advantage

• Knowledge of operating system Linux SLES
• Knowledge of client applications such as Lotus Notes, Novell, ZENworks, SAP R/3 System, BSCS, SSFE, MS Office, Oracle.

We’re looking for an IT Specialist to provide technical assistance and troubleshooting for end-users. Manage and support the organization's technology infrastructure, including applications and SaaS platforms.

Responsibilities:

• Responsible for installing, configuring, and troubleshooting software and hardware. Handle the daily operations and oversee the onboarding process for new users, which includes setting up new hardware, environments, accounts, and application integrations.
• Develop Python scripts to automate IT tasks.
• Configure, install and maintain all office technical equipment, including laptops, printers, monitors, multimedia devices, networks, and other IT peripherals. Additionally, manage the company’s inventory.
• Implement and enforce corporate information security practices and technologies.
• Effectively communicate system status, changes, and updates to internal stakeholders and management.
• Build and maintain our IT knowledge base.

Requirements:

• 2+ years experience in IT administration and support or similar roles from small to medium-sized global companies;
• Experience with macOS and Windows operating systems;
• Experience in hardware and software troubleshooting (macOS & Windows);
• Experience with scripting (Bash, Python) is a must;
• In-depth experience with IT infrastructures, Networks, and Cloud technologies (AWS preferably);
• Experience with Google Workspace, Atlassian, Slack administration;
• Experience supporting services such as multimedia (Google Meet, Zoom, MS Teams);
• Experience with SAML and SSO environments (Okta or OneLogin);
• Problem solver and willing to provide the best service with empathy and patience;
• Excellent communication skills in English, written and verbal.
• Good knowledge of Linux (Debian-based or/and RedHat-based) - advantage;
• Knowledge of MDM solutions such as Jamf - advantage;
• Experience in developing internal user manuals, policies, and documentation - advantage.