Support Engineer

The Opportunity

As a Support Engineer, you will help us achieve our goals providing an outstanding technical support service. You will have a strong balance of both technical and customer support skills and be responsible for providing our customers with a world-class service and technical support through all communication channels and touchpoints. Strong Linux knowledge is an important skill for this position, we therefore ask you provide demonstrable experience in this area. You will act as the single point of contact for our customers, engineers and QA to achieve positive and creative outcomes to their support requests.

This role will be based remotely in Mexico on a fixed term basis. This role requires a high degree of proficiency in both Spanish and English. Please submit your application in English, and make your proficiency in both languages clear in your application.

Day to Day

• Support our customers’ deployments after installation
• Handle calls and emails from customers during office hours, ensuring prompt acknowledgment of issues, and providing regular updates
• Provide out-of-hours support for critical service issues as part of our on-call engineer rota
• Assist with the technical diagnosis of issues and resolving of problems
• Ensure issues are tracked appropriately in our ticket management system
• Work with engineers and QA to ensure that issues are resolved, and fixes deployed, in a timely fashion
• Maintain suitable deployment-specific support documentation
• Deliver quality by planning and being organised
• Be responsive in a crisis or when immediate action is required

About you

Must haves:

• Written and verbal fluency in Spanish, and English
• Extensive experience with Linux, shell scripts and command line tools (awk/sed/grep/vim)
• Degree in a scientific or numerate discipline, e.g., Computer Science, Physics, Mathematics, Engineering, or relevant practical experience
• Familiarity with cloud environments such as AWS or Azure
• In-depth familiarity with computers and technology
• Experience with one or more programming languages (Java and python preferred)
• Ability to handle multiple concurrent projects and prioritise appropriately

Great to haves:

• Experience with SQL/NoSQL databases
• Performance testing and understanding of networking concepts
• Proven ability to communicate well internally and with customers, adapting fluidly to different audiences – ranging from highly technical software architects to non-technical business owners
• Experience of supporting Kubernetes
• Strong understanding and experience of SaaS and providing support for SaaS customers

Equal Opportunities

Here at Featurespace we are committed to being a place of equality, inclusion and respect to provide a safe environment for you to bring your authentic self to work. We know that we gain as much strength from our differences as we do our similarities. We value diversity and are dedicated to listening and learning from each other to build and maintain a positive and productive culture. We appreciate this will be an ever-evolving focus for the business to ensure everyone feels supported and has a sense of belonging.