Tier 1 Support Engineer - (Remote - Colombia) - job 1 of 2

As a Tier 1 Support Engineer at Jobgether, your primary responsibilities will include monitoring systems, troubleshooting technical issues, and providing prompt support to customers. You'll act as the first point of contact for inquiries, gather relevant information to resolve problems, and escalate priority issues when necessary. Additionally, you'll work closely with internal teams to enhance service continuity and overall customer satisfaction.

To qualify for the Tier 1 Support Engineer position at Jobgether, applicants should possess strong troubleshooting skills and experience with system monitoring and log reading. Proficiency in SQL and customer service principles is essential. Excellent communication skills in Spanish and English are required, while fluency in Portuguese is a beneficial plus. Experience in a technical support or NOC role is advantageous.

Yes! The Tier 1 Support Engineer position at Jobgether offers flexible remote working options. This allows you to manage your work-life balance while contributing effectively to our team, no matter where you are in Colombia.

At Jobgether, we prioritize professional growth for our team. As a Tier 1 Support Engineer, you will have the chance to develop your skills within a collaborative environment, learn cutting-edge technologies, and potentially advance to higher technical positions as you gain experience and expertise.

The hiring process for the Tier 1 Support Engineer position at Jobgether involves an AI-powered 3-step screening process. Your CV and LinkedIn profile will be analyzed for fit, and top candidates will be notified within 7 days. If selected, you might be invited for further interviews to assess your qualifications more thoroughly.

When faced with a technical issue, I would first listen to the customer's description to gather information. Then, I'd ask probing questions to identify the root cause. Following, I would use my knowledge of system logs and monitoring tools to diagnose the problem before providing a clear explanation of the fix or necessary steps to resolve the issue.

In my previous role, I encountered a critical customer issue that required insights from the development team. I organized a meeting to discuss the problem, shared relevant data collected from customer interactions, and collaborated on a solution, which resulted in a swift resolution and improved our process for similar future issues.

I prioritize customer inquiries based on urgency and impact. Critical issues affecting multiple customers or high-priority accounts are addressed first. I also communicate clearly with all customers to acknowledge their concerns and provide estimated timelines for resolutions.

Common system issues include monitoring uptime, performance bottlenecks, and error logs. I would keep an eye on system alerts indicating potential failures or anomalies, and proactively investigate to prevent service disruptions before they affect customers.

Effective communication involves being transparent and patient with customers. I would provide clear, concise updates about ongoing issues, explain technical terms in layman's language, and reassure them that their concerns are being addressed promptly.

I am well-versed in using ticketing systems like Zendesk, communication tools such as Slack, and monitoring software like Nagios. Additionally, I have experience with SQL for troubleshooting and data analysis, enhancing my ability to pinpoint issues swiftly.

In such situations, I would first listen carefully to the customer's complaints without interrupting and acknowledge their feelings. I would then apologize for the experience and reassure them by explaining how I can assist to resolve their issues moving forward. Follow-up communications would also be a priority to ensure their satisfaction.

I would leverage my experience in troubleshooting common issues to identify gaps in user knowledge. By documenting step-by-step guides and FAQs based on customer interactions, I can enhance tutorial documents. Additionally, I would regularly update them to reflect evolving product features and support processes.

I am passionate about technology and enjoy helping others solve issues. The opportunity to work at Jobgether, a company focusing on AI-driven solutions, excites me, as I see it as a chance to grow in a fast-paced environment while contributing to excellent customer experiences.

I understand that the fraud prevention and digital security space involves protecting users and systems from unauthorized access, data breaches, and other cyber threats. Staying informed about emerging threats and continuously improving security measures is vital, and I am eager to contribute to this field at Jobgether.