Technical Support Engineer

  • Negotiable
  • Contract
  • Anywhere
  • Posted 3 weeks ago

We are currently recruiting for an amazing opportunity to work with one of our Global IT clients as a Global Technical Support Engineer, officially based in Dublin, though the successful candidate can work remotely, anywhere in Ireland. This is an outsourced contract position, initially for 3 months. 

 

A typical day will include:

 

  • Working directly with developers, merchants and internal teams on post-integration issues to provide technical support, consulting and best practices. External customers contact through tickets. Internal customers use different contact avenues depending on priority.
  • Conducting test scenarios for technical issues with code, software, hardware, devices and endpoints.
  • Installing and configuring test environments, payment APIs and eCommerce products.
  • Identifying irregularities in functionality and unexpected behaviours with products and services.
  • Developing in-depth technical information (sample code, white papers, FAQs, snippets) for distribution to merchants.
  • Developing and conducting demos of product functionality.
  • Participating in the development of tools, systems and processes to improve product supportability.
  • Taking part in weekend on-call rotation responsibilities.

 

 

What does Success Look Like?

 

  • You have achieved goals and objectives set for the team and you for the given time period.
  • You have provided best in class white glove customer experience.
  • You have made sure all our contact avenues are covered (community forum, phone line, ticket queue)
  • You have prioritized the incoming contacts by severity and TPV impact, addressing them with the agreed Service Level.
  • You have escalated any potential bugs to the Product Development teams.
  • You have communicated with your team to ascertain synchrony on current contact drivers.
  • You have conveyed your learnings from the cases you had worked to the rest of the team, potentially by creating/updating training material. 

 

About You:

 

  • 2+ years of experience in web development and/or technically-oriented customer service.
  • BSc degree in an IT-related field or equivalent experience.
  • Experience with software application debugging and troubleshooting
  • Experienced in one of the following: Java, Objective C / Swift, C#, PHP, NodeJS, HTML, JavaScript, JSON.
  • Understanding of REST
  • Understanding of Linux/Unix commands
  • Understanding of basic SQL Commands
  • Some understanding of Firewalls, proxy, HTTP Errors, server-side errors, TCP/IP

 

If you are interested in this opportunity or similar opportunities, please feel free to contact me via email on rian@edenrecruitment.ie

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Rian Devlin

Rian Devlin

  • Recruitment Consultant
  • rian@edenrecruitment.ie
  • 01 4744504