Senior Technical Support Engineer
Who you are:
As a Senior Technical Support Engineer, you are a seasoned professional who thrives in a dynamic and challenging technical support environment. You possess a deep understanding of complex technical systems, coupled with exceptional problem-solving skills that allow you to resolve intricate technical issues efficiently
What you’ll be doing:
- Providing high-quality technical support to Invictis' customers
- Delivering technical solutions to both technical and non-technical end users via phone, our support system, and other channels as needed
- Resolving and taking full ownership of reported customer issues by means of research, diagnosis, troubleshooting, and identifying solutions
- Remotely connecting to customers’ installations to troubleshoot technical difficulties
- Evaluating deeper insights into the challenges faced by customers by reviewing product log files
- Escalating unresolved support tickets to tier 2 support
- Providing prompt and accurate feedback to customers
- Ensuring proper documentation and resolution of all technical inquiries
- Collaborating with the Invicti sales team, resellers, and distributors with technical queries
- Proposing new technical content to be shared within Invicti’s social media articles, blog postings, and other means of communication to our customer base
What You'll Need:
- 3+ years of proven and successful working experience within technical support, IT support, or technical engineering
- Excellent interpersonal skills
- Strong ability to communicate in English, both written and verbal
- Expertise of Windows and general desktop support issues
- Detailed knowledge of HTTP protocol
- Basic TCP/IP and other networking concepts
- Familiarity with network tools such as Fiddler and Wireshark
- Understanding of basic web development, HTML, CSS, JS, and SQL
- Comprehension of basic security topics such as XSS and SQL Injection
- An ability to work remotely as part of a virtual team
- Strong written and verbal English communication skills
- Excellent organizational and time management skills along with great attention to detail
- This role is on shift rotation basis
Why Invicti?
Your Health & Wellness Matters:
Employee Assistance Program: Emotional Support Counseling services 24/7. Life Coaching, Dependent Care, Elder Care,Financial & Legal Support, Wellness Coaching, New Parent Support and more
Family Leave:Paid leave as per the law in Czech for birthing parent recovery. 4 week paid leave for non-birthing/bonding parent
We value Adult/ Life Balance:
Excellent working Options: Work from home or join us in our Malta/Brno Office, whichever works best for you!
Quarterly Thrive-Wellness Days: One extra vacation day per quarter where the entire company takes a break from normal, daily activities to refresh and rejuvenate
Volunteerism Time Off: 5 days of paid time off each year to participate in the volunteer activities of your choice
Paid Birthday Off: Take your birthday off to celebrate you!
Mobile Allowance Benefit: This allowance will be provided to ensure you have support for work-related communication and tasks
We Value You:
Employee Recognition: Ongoing recognition & rewards . A Culture that emphasizes personal and professional growth
At Invicti, we embrace diversity and individuality in all forms. Discrimination has no place here - regardless of race, religion, gender, age, ability, sexual orientation, or any other aspect that makes you unique. We're all about creating a space where everyone feels valued and included. So come as you are and join us in shaping the future of our industry.