technical support engineer

DataBank

<div>
 DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank&rsquo;s managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve their technology performance and allow them to focus on their core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.
 
 
 DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.
 
 
 The Technical Support Engineer I is a member of the Tier 1 Technical Support team in the Managed Services department and reports to the Manager of Support Operations. This position will provide first point of contact support for monitoring and maintaining a diverse server and network infrastructure to meet and exceed the SLA requirements of the company and our customers. The role of a Technical Support Engineer is to monitor and react to custom alarms, customer portal tickets and inbound calls to the call center. As the Technical Support Engineer, I will facilitate timely resolution of alarms and incident tickets through basic and advanced troubleshooting methodologies and through standard operating procedures and using a wide array of technologies. The goal of the Technical Support Engineer I is to respond to alarms and deliver a Return to Service (RTS), as well as provide value-added support by reviewing and monitoring alarms and tickets for Change and Problem Management activities.
 
 
 The ideal candidate will be self-motivated, have a customer focused personality, a strong inner drive for continuous improvement, a sense of urgency, and a willingness to learn about new technologies. Communication and ownership of problems is integral to the Support team. The Technical Support Engineer I role works closely with the Technical Support Engineers on the Tier 2 and the Tier 3 teams. The support team is central to the on-boarding of exciting new platforms and technologies. We are looking for a creative and versatile individual that is passionate about providing World Class Customer Support.
 
 
 Responsibilities:
 
 
 <ul>
 <li>
 Provide prompt support for all incidents that are raised by customers via the DataBank portal or by phone.
 </li>
 <li>
 Will serve as first point of contact for all customer calls and portal submitted issues.
 </li>
 <li>
 Provide prompt support for all incidents that are raised by customers via the DataBank portal or by phone.
 </li>
 <li>
 Monitor and respond to alarms for DataBank&rsquo;s internal &amp; customer systems.
 </li>
 <li>
 Fulfill service requests for account creations and modifications to include Portal accounts, Windows and Linux accounts, email, VPN, DUO, and FTP
 </li>
 <li>
 Adjust resources for IaaS and PaaS customers to include RAM, CPU, and disk space to meet the customers&rsquo; requirements.
 </li>
 <li>
 Perform DNS creation and modifications.
 </li>
 <li>
 Perform ticket escalations to the various IT teams within DataBank.
 </li>
 <li>
 Technical support to replicate and troubleshoot Windows and Linux server-side issues.
 </li>
 <li>
 Fulfill service requests for IaaS and PaaS customers to include Add/Remove/Change of systems resources.
 </li>
 <li>
 Coordinate and schedule tasks and customer maintenance activities
 </li>
 <li>
 Other duties as assigned.
 
 
 </li>
 </ul>
 Qualifications:
 
 
 <ul>
 <li>
 2+ years working in the Information technology field.
 </li>
 <li>
 1-2 years of Windows and/or Linux network administration
 </li>
 <li>
 1-2 years of customer support experience
 </li>
 <li>
 Experience working with Active Directory groups, users and policies.
 </li>
 <li>
 Working knowledge of VMware vSphere and vCenter Administration is required.
 </li>
 <li>
 Experience with network monitoring tools (ex: HP Zabbix, Science Logic, SolarWinds, Nagios)
 </li>
 <li>
 Understanding of authentication mechanisms to include multi-Factor authentication (MFA)
 </li>
 <li>
 Fundamental understanding of the OSI model
 </li>
 <li>
 Strong organizational, problem-solving, and analytical skills, with the ability to manage multiple priorities.
 </li>
 <li>
 Excellent communication skills and the ability and willingness to learn new technologies and skills.
 </li>
 <li>
 Analytical and detail oriented, able to prioritize, execute and meet deadlines.
 </li>
 <li>
 Ability to accomplish tasks with minimal supervision.
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 <ul>
 <li>
 Health, Dental, Vision packages
 </li>
 <li>
 Short-Term and Long-Term Disability Insurance
 </li>
 <li>
 Life Insurance
 </li>
 <li>
 401k matched by company
 </li>
 <li>
 Paid Time Off and Holidays
 </li>
 </ul>
</div>

Technical Support Engineer 1 (Remote)

Momentive Software

<div><h1 class="jobSectionHeader">Job Description
</h1>Key Responsibilities:
<ul><li>Act as a technical liaison, effectively collaborating with Business Stakeholders, Product Managers, Client Support, Client Success Managers, and Product Engineering to troubleshoot platform or integration issues.
</li><li>Lead technical troubleshooting efforts for existing customers and vendors while providing internal technical insights across departments.
</li><li>Diagnose and resolve API integration calls involving REST, JSON, XML, and HTML.
</li><li>Diagnose data issues using GraphQL and SQL.
</li><li>Resolve SSO, identity, and access management issues involving FusionAuth.
</li><li>Monitor and troubleshoot application and infrastructure issues using Datadog.
</li><li>Implement, enhance, and troubleshoot AI driven systems using SiSense, Salesforce Einstein, Agentforce, and Microsoft Copilot.
</li><li>Test and resolve system integrations between various Momentive Software products and third-party systems ensuring seamless authentication and data flow.
</li><li>Prioritize bugs, and identify opportunities for enhancement.
</li><li>Manage escalations from Level 1 and Level 2 Client Support teams, prioritizing and resolving technical issues efficiently.
</li><li>Investigate and document issues that require escalation to the Product Engineering team.
</li><li>Maintain open and proactive communication with Tier 1, Tier 2 teams, and clients regarding issue status and resolution timelines.
</li><li>Review and troubleshoot error logs to diagnose and resolve customer-reported issues.
</li><li>Reproduce customer-reported issues to identify root causes and provide actionable solutions.
</li><li>Support testing of new product features to ensure functionality and stability.
</li><li>Other duties as assigned.
</li></ul>Qualifications &amp; Skills:
<ul><li>3-5 years of hands-on experience in technical customer support or engineering roles.
</li><li>Proven experience supporting third-party APIs or external system integrations.
</li><li>Strong problem-solving skills with the ability to conduct root cause analysis on complex technical issues.
</li><li>Excellent communication skills, ensuring clarity and professionalism in interactions with both technical and non-technical stakeholders.
</li><li>Well-organized and analytical, with a structured approach to troubleshooting and issue resolution.
</li><li>Flexibility to work in the US Shift
</li></ul>Technical Expertise:
<ul><li>Proficiency in XML, JSON, and REST for integration and API support.
</li><li>Ability to review application logs, diagnose errors, and resolve abstract technical issues.
</li><li>Direct experience supporting third-party authentication services and web services integrations.
</li><li>Knowledge of Graph QL and SQL for querying and troubleshooting data.
</li><li>Familiarity with Dot Net (C#).
</li><li>Experience working with engineers, and client operations teams.
</li><li>Experience using AI and Business Intelligence tools (Copilot / LLMs, Salesforce Einstein / Agentforce, SiSense, Tableau, Power BI)
</li></ul>Preferred Experience:
<ul><li>Familiarity with Association Management Systems (AMS), Learning Management Systems (LMS), or CRM APIs.
</li><li>Experience working on SaaS systems and cloud service providers (AWS, Azure, etc.).
</li><li>Exposure to FusionAuth Identify Framework, SiSense, and / or DataDog.
</li><li>Experience implementing AI and BI tools to enhance productivity (Copilot / LLMs, Salesforce Einstein / Agentforce, SiSense, Tableau, Power BI).
</li><li>Previous coding experience, preferably with C#.
</li><li>Experience working with ticketing systems.
</li></ul><h1 class="jobSectionHeader">About Us 
</h1> 
Momentive Software amplifies the impact of over 20,000 purpose-driven organizations in over 30 countries, with over $11 billion raised and 55 million members served to date. Mission-driven nonprofits and associations rely on Momentive&rsquo;s cloud-based software and services to address their most pressing challenges &ndash; from engaging their communities to simplifying operations and growing revenue. Designed to help organizations connect more, manage more, and ultimately expect more, Momentive's solutions are built with reliability at the core and strategically focus on fundraising, learning, events, careers, volunteering, accounting, and association management. Momentive partners with organizations that believe &quot;good enough&quot; is never enough &ndash; so they can bring on better outcomes for everyone they serve. Learn more at momentivesoftware.com .
<h1 class="jobSectionHeader">Why Work Here?
</h1>At Momentive Software, we&rsquo;re a team of passionate problem-solvers, innovators, and volunteers who believe in using technology to make a real difference. We dream big, support each other, and take pride in creating solutions that help our customers drive meaningful change. If you&rsquo;re looking for a place where your work matters and your ideas are valued, you&rsquo;ll find it here. 
 
 
Planned Paid Time Off - Earned Leave and Casual Leave in Each Calendar Year
Company Holidays as Per Policy
Employer-Paid Parental Leave
 
Purpose-Driven Culture
 
Work-Life Balance
 
Passionate About Community Involvement
 
Group Mediclaim Policy
Group Accident Policy
Group Term Life Policy
 
Gratuity as Per Payment of Gratuity Act
 
 
Momentive Software actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
 
 
All persons hired will be required to verify identity, minimum age of 18, eligibility to work in India (without sponsorship), and to complete the required employment eligibility verification form upon hire.</div>

Technical Support Engineer

Freedom Finance MENAT

<div>
 
 Freedom Broker Global Markets is a subsidiary of Freedom Holding Corp. (FRHC), a NASDAQ-listed diversified financial services group.
 
 
 
 
 
 The company operates under a financial services permission granted by the Financial Services Regulatory Authority (FSRA) of Abu Dhabi Global Market (ADGM), specialising in brokerage and investment services.
 
 
 
 
 
 
 About the Role
 
 
 
 
 
 
 We are seeking a skilled and proactive
 
 System-Technical Support Engineer
 
 to join our Abu Dhabi office. This role is critical in ensuring smooth IT operations and providing high-quality support to users across various platforms and devices.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 
 <ul>
 <li>
 Receive and manage user requests via ServiceDesk, email, IP phone, or in-person.
 </li>
 <li>
 Perform initial diagnostics, resolve incidents, fulfill service requests, and provide consultations.
 </li>
 <li>
 Troubleshoot hardware and software issues within the scope of system-technical support.
 </li>
 <li>
 Handle office IT equipment issues; prepare faulty hardware for service center transfer and verify functionality upon return.
 </li>
 <li>
 Collaborate with other IT departments and escalate tasks when necessary.
 </li>
 <li>
 Maintain technical documentation and user instructions in the corporate IT knowledge base.
 </li>
 <li>
 Provide dedicated support to VIP employees.
 </li>
 </ul>
 
 
 
 
 
 Technology Stack
 
 
 
 
 
 <ul>
 <li>
 
 Operating Systems:
 
 Windows 10/11, macOS
 </li>
 <li>
 
 Mobile Platforms:
 
 Android, iOS
 </li>
 </ul>
 
 
 
 
 
 Professional Competence Requirements
 
 
 
 
 
 <ul>
 <li>
 Administration and troubleshooting of Windows and macOS at a system administrator level.
 </li>
 <li>
 Understanding of user account management, access rights, and security policies.
 </li>
 <li>
 Experience with system logs and tools (Event Viewer, Console, etc.).
 </li>
 <li>
 Installation and updating of OS, drivers, and essential software.
 </li>
 </ul>
 
 
 
 
 
 Why Join FBGM?
 
 
 
 
 
 <ul>
 <li>
 Be part of a growing, international financial services group
 </li>
 <li>
 Dynamic work culture with strong executive exposure
 </li>
 <li>
 Opportunities to join an expanding team across a developing regional network
 </li>
 </ul>
 
 
</div>

System Technical Support Engineer

Microsoft

<div>Overview 
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&amp;S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft&rsquo;s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers&rsquo; expectations in every interaction, whether in-product, digital, or human-centered. CE&amp;S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft&rsquo;s portfolio of solutions and products. Join CE&amp;S and help us accelerate AI transformation for our customers and the world. 
Within CE&amp;S, the Customer Service &amp; Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft&rsquo;s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. 
In the Customer Service &amp; Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot, and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency. 
Microsoft&rsquo;s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. 
Responsibilities<ul><li> 
Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams, leveraging troubleshooting tools and practices.</li><li>Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.</li><li>You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.</li><li>Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools, driving Microsoft product improvements.</li></ul> 
Qualifications 
Required Qualifications:<div><ul><li> 
Candidate must have working experience and advanced knowledge in configuring, administrating and troubleshooting of Microsoft&reg; Windows Products including, Windows Server 2008/R2/Windows 7, Windows Server 2012/R2/Win8/Win8.1, Windows 10/Server 2016/Server 2019.</li></ul>
&bull; Industry experience in deploying, configuring, administrating and troubleshooting Windows Operating Systems.&bull; Troubleshooting tools and log review.</div><ul><li>Knowledge of Datacenter technologies (Administration of Operating Systems, Virtualization, Storage, Backup, Failover Clustering, Update Services).</li></ul> 
Experience with any of the following technologies:<div><ul><li> 
Microsoft Deployment Toolkit.</li></ul>
&bull; Installing and troubleshooting Windows Update and WSUS.&bull; Windows Activation and Licensing. 
<ul><li>Bitlocker Administration and Management.</li><li>Windows Installation and Setup Issues (In Place Upgrade).</li><li>Devices and Driver Installation issues on Windows.</li></ul></div><ul><li>Knowledge of Windows debugging would be a plus.</li></ul> 
Language Qualification: 
English Language: confident in reading, writing and speaking. OR 
Fluency in any other language like German, French, and/or Italian - confident in reading, writing and speaking would be a plus. 
 
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. 
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process.</div>

Technical Support Engineer - Windows

Forcepoint

<div><div>Who is Forcepoint?</div><div></div><div>
Forcepoint simplifies security for global businesses and governments. Forcepoint&rsquo;s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you&rsquo;re in the right place; we want you to bring your own energy to help us create a safer world. All we&rsquo;re missing is you!</div><div></div><div>
A Cybersecurity Technical Support Engineer III is responsible for providing a world-class support experience to our enterprise customer base. Living our corporate values of being Trustworthy, Collaborative, Accountable, Respectful, Innovative, and Relentless, you will be responsible for assisting our customers with troubleshooting and resolving issues related to Forcepoint as well as associated third-party products, enabling our customers to stop the bad and free the good. You will utilize your knowledge and experience to interpret the customers&rsquo; needs and ensure they are achieving maximum value from Forcepoint. You will be seen as a technical advisor within the team and called upon to provide assistance to other team members on issues within your area of expertise. You will actively participate in product supportability programs.</div><div>
Responsibilities:</div><ul><li>
Respond to customer cases in line with Service Level Agreements.</li><li>
Proactively identify and resolve potential problems in an effort to prevent them from occurring and improve the overall customer experience.</li><li>
Approach each case with a goal of ensuring Forcepoint products are performing at an optimal level by addressing any underlying or additional problems uncovered during each customer engagement.</li><li>
Ensure full understanding of the issue, including impact to customer.</li><li>
Gather logs, configuration details and attempt to reproduce the reported issues.</li><li>
Research the issue in the Knowledge Base, documentation and with your team members as needed.</li><li>
Recommend solutions to customers and follow through to resolution or escalate the case in a timely manner if no resolution can be found.</li><li>
Prioritize workload based on severity and impact to customer and demonstrate a sense of urgency when handling cases.</li><li>
Be accountable for customer escalations and drive them internally to a speedy resolution while ensuring that customers are kept fully informed of progress throughout the escalation.</li><li>
Document all interactions and case details within the customer tracking database, including a detailed description of the issue and any resolutions recommended.</li><li>
Adhere to company policies and procedures regarding customer handling, case management and service entitlement verification.</li><li>
Participate in knowledge sharing via involvement in technical discussions and Knowledge Base documentation.</li><li>
Create and deliver formal mentoring programs to Technical Support Engineers</li><li>
Provide technical reviews of user documentation, product requirements documents and functional specifications.</li><li>
Act as subject matter expert with regard to specific product components and integrations.</li><li>
Provide in-depth training in areas of expertise, general product knowledge, and integration.</li><li>
Perform other duties and projects as assigned.</li></ul><div></div><div>
Person Specification:</div><div>
You demonstrate extreme levels of accountability and are results driven; you value teamwork and collaboration; you communicate transparently and with candour, while always being genuine; you act boldly, take initiative and are comfortable taking calculated risks to achieve successful outcomes; you execute with speed and integrity, delivering high quality work product which you are proud of.</div><div></div><div>
Required Skills and Experience:</div><ul><li>
Bachelor&rsquo;s Degree or higher in Information Systems, Computer Science, or equivalent experience.</li><li>
Five or more years of experience supporting business to business customers</li><li>
Hands-on experience that demonstrate knowledge of:</li></ul><ul><li>
Networking fundamentals (Layer 2 and 3, TCP/IP, 3-way handshake, DNS etc.)</li></ul><ul><li>
HTTP protocol (Structure, status codes, authentication, etc.)</li><li>
Application Support Basics (Common troubleshooting methodology for Windows and Linux programs)</li><li>
SSL/TLS protocols (Structure, certificates, initial handshake, etc.)</li><li>
Routing (WCCP, PBR, Load Balancer Fundamentals, etc.)</li><li>
PAC files basics (setup, download, basic PAC file commands, etc.)</li><li>
Packet Analysis with tcpdump and Wireshark</li><li>
Diagnosing network latency and intermittent issues</li><li>
Reading and analysing log files</li><li>
Active Directory (Domains, structure, permissions, group policies, etc.)</li><li>
MSSQL fundamentals (Management interface, accessing logs, browsing databases, simple queries, permissions, jobs, etc.)</li><li>
Information Security Concepts</li><li>
Endpoint application stack diagnostics and analysis for Windows, Mac, and Linux Endpoints</li><li>
Windows and Linux memory dump capture and analysis</li><li>
Experience supporting one of the following applications:<ul><li>
Red Hat Linux fundamentals (command line navigation and basic features, file system, permissions, networking, etc.)</li><li>
Windows (Permissions, services, file system, Event Viewer, etc.)</li></ul></li></ul><div></div><div>
Don&rsquo;t meet every single qualification? Studies show people are hesitant to apply if they don&rsquo;t meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace &ndash; so if there is something slightly different about your previous experience, but it otherwise aligns and you&rsquo;re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.</div><div></div><div>
The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.</div><div></div><div>
Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company&rsquo;s career webpage as a result of your disability. You may request reasonable accommodations by sending an email to <div>recruiting@forcepoint.com</div>.</div><div></div><div>
Applicants must have the right to work in the location to which you have applied.</div></div>

Technical Support Engineer III- Web Security

Trufla Technology

<div>Think insurance is boring? Think again. Trufla is a multinational Canadian company and the first of its kind &ndash; we offer a complete suite of digital solutions for the modern insurance brokerage. From SEO and web design, to lead management, branded customer service and API&rsquo;s, Trufla provides a 360&deg; digital strategy for brokerages and reimagines the way their customers interact with insurance. Trufla is leading a digital revolution that will transform the insurance industry! We&rsquo;re growing fast, and we&rsquo;re looking for visionaries to join our team of innovators and disruptors at our Cairo offices. It&rsquo;s our goal for Trufla to be the BEST place to work. A great corporate culture is one of our top priorities. Main Benefits: 
<ul><li>
Competitive Salary</li><li>
Health Insurance</li><li>
Gym Membership</li><li>
Flexible Working Hours</li><li>
Continuing Education Opportunities</li><li>
Work from home</li><li>
Team Building Activities</li><li>
Milestone celebrations &ndash; work anniversaries, birthday celebrations, etc.</li></ul>
About You 
As a Software Support Engineer, you will be the first point of contact when our clients are having an issue with our products. This means you are a person who LOVES problem solving and working with others to ensure our clients get back on track when something goes wrong. We will rely heavily on you to share your observations related to client tickets and feedback, supporting our efforts to continually evolve our software to be the most client-friendly option available. You move past the problems by focusing on finding the solutions, and you thrive in a busy environment where quick decisions sometimes must be made. 
As a member of the Client Success team, you will work directly with our product teams; this includes a mix of developers, UX/UI, business analysts and our product owners. We like to think we are a fun group, so a sense of humor is always a benefit to bring to the table. In terms of technical knowledge, you need to have a solid foundation; we are willing to work with the right individual to grow their knowledge base to be truly successful in this role. Your long-term goal is likely focused on earning your way onto one of our product teams, this is the perfect role to learn our products and prove your skills. 
Job Responsibilities 
<ul><li>
Complete tasks related to onboarding new clients onto Trufla products</li><li>
Track issues on JIRA from creation to resolution, within targeted time limits</li><li>
Properly document and escalate issues that cannot be directly resolved by the Client Success team to the appropriate product team for action</li><li>
Provide prompt and accurate feedback to customers collaborating with the Account Managers where needed</li><li>
Collaborate with internal resources to provide accurate solutions to customer issues</li><li>
Prioritize and manage open issues and log all activities related to resolving issues</li><li>
Act as the conduit for translating technical information and updates into language that clients can easily understand
</li><li>Synthesize client requests, needs and feelings into the technical requirements and documentation needed to resolve the issue being identified directly or in collaboration with the product teams
</li><li>Ask customers targeted questions to quickly understand the root of the problem via JIRA, email, or phone</li><li>
Follow up with clients to ensure their issue has been successfully solved to their satisfaction
</li><li>Maintain a positive and friendly relationships with clients</li><li>
Document technical knowledge and provide ideas to the product team for future enhancement.</li><li>
When possible, participate in product planning sessions to stay on top of ongoing product updates and new functionality and features that are being developed</li><li>
Research, diagnose, troubleshoot, and resolve technical issues as they come in from clients</li><li>
If the issue requires client tenant-specific data or code changes then the changes and resolution must be documented clearly on the ticket</li><li>
If the issue is product wide then it must be reviewed, approved, and merged by the product team</li></ul> 

Job Qualifications 
<ul><li>
2+ years&rsquo; experience in a similar role, preferably within a marketing agency, technology/software company or professional services firm</li><li>
Willing to shift regular work schedule to support clients in various time zones</li><li>
Proven track record managing client and internal relationships</li></ul> 
Strong understanding of at least some of the following:
<ul><li>MySQL &amp; Django</li><li>
HTML/CSS</li><li>
JavaScript</li><li>
Data processing</li><li>
React</li><li>
Linux Operating System</li><li>
Shell scripting</li></ul>
Familiarity with:<ul><li>
JIRA
</li><li>AWS Cloud Services</li><li>
Apple Developer Program</li><li>
Google Play</li><li>
Docker Containers</li><li>
CI/CD (preferably Gitlab or GitHub)</li></ul>
Nice to have / Willing to learn:<ul><li>
Python</li><li>
NodeJS</li><li>
Angular</li><li>
Git Version Control</li></ul>
Values &amp; Competencies 
<ul><li>
Critical thinker with strong attention to details</li><li>
Client centric thinking to ensure that our clients are always our top priority</li><li>
Outstanding interpersonal and business communications skills, both verbal and written</li><li>
Flexible and adaptable with proven problem-solving ability</li><li>
High degree of professionalism and integrity</li><li>
Exceptional organization and time management skills</li><li>
Works well within a team and independently and able to adjust to tight and changing deadlines</li><li>
Be curious and aware of new industry trends and tools that can be leveraged by Trufla and share thoughts with the team</li><li>
Open to receiving constructive feedback and willing to learn</li></ul>
Trufla is an equal opportunity employer and is committed to all forms of diversity in the workplace. All qualified individuals are encouraged to apply. 
Do you think we match? Apply Now! If you have what it takes, apply to the job through the &quot;Apply Now&quot; button above. *After applying, complete your application by taking the required assessment below:https://app.testgorilla.com/s/6tcpu6p3</div>

Software Technical Support Engineer - Canadian time zone

Trufla

<div>
 
 Think insurance is boring? Think again.
 
 
 
 Trufla is a multinational Canadian company and the first of its kind &ndash; we offer a complete suite of digital solutions for the modern insurance brokerage. From SEO and web design, to lead management, branded customer service and API&rsquo;s, Trufla provides a 360&deg; digital strategy for brokerages and reimagines the way their customers interact with insurance.
 
 
 
 Trufla is leading a digital revolution
 
 that will transform the insurance industry! We&rsquo;re growing fast, and we&rsquo;re looking for visionaries to join our team of innovators and disruptors at our Cairo offices.
 
 
 It&rsquo;s our goal for Trufla to be the
 
 BEST place to work
 
 . A great corporate culture is one of our top priorities.
 
 
 
 Main Benefits
 
 
 
 <ul>
 <li>
 Competitive Salary
 </li>
 <li>
 Health Insurance
 </li>
 <li>
 Gym Membership
 </li>
 <li>
 Flexible Working Hours
 </li>
 <li>
 Continuing Education Opportunities
 </li>
 <li>
 Work from home
 </li>
 <li>
 Team Building Activities
 </li>
 <li>
 Milestone celebrations &ndash; work anniversaries, birthday celebrations, etc.
 
 
 </li>
 </ul>
 
 About You
 
 
 
 As a Software Support Engineer, you will be the first point of contact when our clients are having an issue with our products. This means you are a person who LOVES problem solving and working with others to ensure our clients get back on track when something goes wrong. We will rely heavily on you to share your observations related to client tickets and feedback, supporting our efforts to continually evolve our software to be the most client-friendly option available. You move past the problems by focusing on finding the solutions, and you thrive in a busy environment where quick decisions sometimes must be made.
 
 
 As a member of the Client Success team, you will work directly with our product teams; this includes a mix of developers, UX/UI, business analysts and our product owners. We like to think we are a fun group, so a sense of humor is always a benefit to bring to the table. In terms of technical knowledge, you need to have a solid foundation; we are willing to work with the right individual to grow their knowledge base to be truly successful in this role. Your long-term goal is likely focused on earning your way onto one of our product teams, this is the perfect role to learn our products and prove your skills.
 
 
 
 Job Responsibilities
 
 
 
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 Complete tasks related to onboarding new clients onto Trufla products
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 Track issues on JIRA from creation to resolution, within targeted time limits
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 Properly document and escalate issues that cannot be directly resolved by the Client Success team to the appropriate product team for action
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 Provide prompt and accurate feedback to customers collaborating with the Account Managers where needed
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 Collaborate with internal resources to provide accurate solutions to customer issues
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 Prioritize and manage open issues and log all activities related to resolving issues
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 Act as the conduit for translating technical information and updates into language that clients can easily understand
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 Synthesize client requests, needs and feelings into the technical requirements and documentation needed to resolve the issue being identified directly or in collaboration with the product teams
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 Ask customers targeted questions to quickly understand the root of the problem via JIRA, email, or phone
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 Follow up with clients to ensure their issue has been successfully solved to their satisfaction
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 Maintain a positive and friendly relationships with clients
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 Document technical knowledge and provide ideas to the product team for future enhancement.
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 When possible, participate in product planning sessions to stay on top of ongoing product updates and new functionality and features that are being developed
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 Research, diagnose, troubleshoot, and resolve technical issues as they come in from clients
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 If the issue requires client tenant-specific data or code changes then the changes and resolution must be documented clearly on the ticket
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 If the issue is product wide then it must be reviewed, approved, and merged by the product team
 
 
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 Job Qualifications
 
 
 
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 2+ years&rsquo; experience in a similar role, preferably within a marketing agency, technology/software company or professional services firm
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 Willing to shift regular work schedule to support clients in various time zones
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 Proven track record managing client and internal relationships
 
 
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 Strong Understanding Of At Least Some Of The Following
 
 
 
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 MySQL &amp; Django
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 HTML/CSS
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 JavaScript
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 Data processing
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 React
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 Linux Operating System
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 Shell scripting
 
 
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 Familiarity With
 
 
 
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 JIRA
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 AWS Cloud Services
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 Apple Developer Program
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 Google Play
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 Docker Containers
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 CI/CD (preferably Gitlab or GitHub)
 
 
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 Nice To Have / Willing To Learn
 
 
 
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 Python
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 NodeJS
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 Angular
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 Git Version Control
 
 
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 Values &amp; Competencies
 
 
 
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 Critical thinker with strong attention to details
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 Client centric thinking to ensure that our clients are always our top priority
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 Outstanding interpersonal and business communications skills, both verbal and written
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 Flexible and adaptable with proven problem-solving ability
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 High degree of professionalism and integrity
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 Exceptional organization and time management skills
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 Works well within a team and independently and able to adjust to tight and changing deadlines
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 Be curious and aware of new industry trends and tools that can be leveraged by Trufla and share thoughts with the team
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 Open to receiving constructive feedback and willing to learn
 
 
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 Trufla is an equal opportunity employer and is committed to all forms of diversity in the workplace. All qualified individuals are encouraged to apply.
 
 
 
 
 Do you think we match? Apply Now!
 
 
 
 If you have what it takes, apply to the job through the "Apply Now" button above.
 
 
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 After applying, complete your application by taking the required assessment below:
 
 
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 https://app.testgorilla.com/s/6tcpu6p3
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