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Technical Support Specialist

Date posted: 21.11.2022

Job type: Full time

Remote work

Full time

Job perks: Agile environment; Multiculturality; CRM platform

About the project

How we hire: 
At Pentalog, excellence is what you'll do. We're guided by a mission to positively impact the software development world. 

 
A top global provider of customer experience products and solutions is developing a Customer Engagement Management (CEM) platform that delivers true operational efficiency and an optimized customer experience. This B2B platform leverages deep knowledge of the customer experience, simplifying communication for customers and contact centre teams in enterprises and large corporations through smooth and flexible applications.

Now, the client is searching for talent interested in developing a platform that meets the challenges of digital customer relationships: Omnichannel, social networks, gamification, chatbots, mobile, semantic analysis and real-time analytics. As part of their growth, they have an open position for a Technical Support Specialist. Within the Support Team, you will be in charge of software technical production incidents analysis and troubleshoots, alerts monitoring and documentation.

Driven by the Agile Scrum method, the team is organized in squads of 6-8 people featuring a Product Owner, a Lead Developer (acting as Scrum Master), Frontend & Backend Developers and QA Engineers. Their DevOps Engineers and UI/UX Designers are dedicated to all squads.
 

Job requirements

  • At least 2 years of experience in software or applicative technical support.
  • Bachelor Degree in IT.
  • Good knowledge of Java and MySQL languages.
  • Knowledge of monitoring tools (Grafana, Kibana, and Prometheus).
  • Troubleshooting skills to help debug and resolve production issues.
  • Autonomous, organized, and rigorous.
  • A proactive person with a taste for technologies.
  • Fluency in English.
     

Responsibilities

  • Analyze and troubleshoot software technical and functional production incidents.
  • Monitor, analyze and manage applications and infrastructure alerts.
  • Produce documentation, and keep it up to date, detailing the solution for the Support team.
  • Escalate issues or requests to appropriate teams and follow up.
  • Establish periodic reports on request and incident handling, causes, impacts and recurrences (internal and client reports).
  • Provide improvement suggestions on a support perspective.
  • Work closely with the development and DevOps teams.
  • Be the technical referent within the support team.
  • Ensure regular reporting to the management.
     

Extra skills

  • French language skills would come in handy, but are not mandatory;
  • Experience in a SaaS editor and knowledge of customer services.
     

Benefits

  • Healthcare benefits (Private Medical Insurance, various extra medical advantages);
  • A more active lifestyle with the help of our PentaSport activities;
  • French, German and English courses;
  • Free pass to learning platforms;
  • Meal vouchers;
  • Mentorship programs;
  • Access to a technology roadmap;
  • Full support to upgrade yourself (conferences and certifications);
  • New-born maternity grant;
  • A front-row seat to PentaBARs – our after-work tech events with a twist.
     

About Pentalog

As a leading European Software Services company operating internationally in France, Romania, Germany, Poland, Moldova, UK, Vietnam, Mexico and USA, we employ over 1,600 engineers and IT experts who work in a very dynamic, multicultural working environment.

At Pentalog, your talents & ambitions are recognized and rewarded; we offer plenty of opportunities to develop, both individually, as well as a professional, and we reward our collaborators who understand the importance of self-improvement.

Super humans