About Us:
As a Senior Technical Support Engineer at Kenility, you’ll join a tight-knit family of creative developers, engineers, and designers who strive to develop and deliver the highest quality products into the market.
Technical Requirements:
- Bachelor’s degree in Computer Science, Software Engineering, or a related field.
- Strong communication skills with the ability to interact effectively with both technical teams and business stakeholders.
- Hands-on experience using SQL databases such as PostgreSQL and MySQL, along with tools like Postman, MongoDB, and AWS CloudWatch for investigation and analysis purposes.
- Understanding of software development principles, methodologies, and delivery processes.
- Excellent problem-solving abilities with a methodical approach to troubleshooting complex issues.
- Proven capability to manage competing priorities while maintaining performance in fast-paced environments.
- Experience working with customer support, issue management, and documentation platforms, including Zendesk, Jira, and Confluence, is considered a plus.
- Familiarity with cloud-based environments and services such as AWS or Google Cloud is desirable.
- Previous exposure to SaaS products or technology-driven organizations is an advantage.
- Minimum Upper Intermediate English (B2) or Proficient (C1).
Tasks and Responsibilities:
- Manage incoming support requests by evaluating their impact, urgency, and complexity, ensuring appropriate prioritization and assignment through Zendesk.
- Investigate and reproduce reported issues using diagnostic and monitoring tools, including Postman, SQL databases, MongoDB, and AWS CloudWatch.
- Identify API malfunctions, data inconsistencies, and infrastructure-related incidents that may affect system performance.
- Escalate critical or unresolved cases through Jira, providing detailed documentation to facilitate efficient resolution.
- Act as a liaison between support operations and multiple engineering teams, promoting effective communication and collaboration.
- Partner closely with Product Managers, Engineering Managers, and Developers to drive timely and effective issue resolution.
- Maintain comprehensive records of investigations, solutions, and lessons learned within Confluence.
- Continuously update troubleshooting guides and contribute to the growth of internal knowledge repositories.
- Provide recommendations that help optimize operational processes, strengthen product stability, and improve the overall customer experience.
Soft Skills:
- Responsibility
- Proactivity
- Flexibility
- Great communication skills
