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Technical Support Engineer Full-time

de Current openings at Codacy Lisboa em Lisboa (Publicado em 30-06-2020)

Codacy builds the leading code quality platform that helps thousands of developers ship billions of lines of code per day. We see a world where everyone can craft complex software with confidence and focus on impacting the world at the speed of thought.

We are a small team of highly dedicated and ambitious people. We are curious, funny, radically honest yet kind, and we thrive on collaboration and transparency. Our main focus is on creating value for our customers.

Whether you're skilled in building, selling, marketing or supporting, we want you to help us change the developer tools industry.

We are looking for a Technical Support Engineer
who will play a key role in developing and maintaining a strong customer perception of support quality, bringing customer and support feedback into product, and working with engineers in the escalation of bugs and complex issues.

Codacy users reach out to the support team for all general and product related questions.You will help solve technical issues, drive smooth adoption of Codacy and ensure optimal customer experience when they reach out.

What will be your day-to-day?

  • Respond to, replicate, troubleshoot and solve technical issues via chat, email and video calls

  • Collaborate with product and engineering teams in triaging and prioritising of new features and getting bugs fixed

  • Create and update internal and customer facing documentation based on customer interactions

  • Manage the ticket queues on multiple CRMs (Intercom and Zendesk)

  • Help hire and train new Support team members

  • Help team members stay up to date on product knowledge and answer their technical questions

  • Suggest and implement process improvements to improve the support workflow

What are the skills needed to do the job successfully?

  • Ability to debug, triage and solve technical issues and summarise all the steps along the way

  • Experience with and affinity for providing support to customers and solving technical problems

  • Ability to communicate complex technical topics simply and clearly in written and spoken English with customers in writing and on video calls

  • Ability to maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers

  • Experience/familiarity with development workflows and programming concepts

  • Willingness to teach and learn

  • Prioritise work under stress (time management), creative thinking/problem-solving

  • Git experience/familiarity preferred

  • Ability to provide ideas and assist in the creation of documentation and training material for external and internal support content. Experience writing support content preferred.

  • Experience with support platforms (e.g. Zendesk, SalesForce, Intercom etc.) preferred

What else makes working at Codacy awesome?

  • Competitive Salary. Check our our salary calculator at https://www.codacy.com/careers

  • Comprehensive health insurance for household members, with dental and vision.

  • Snacks & Drinks in the office everyday

  • Regular compensation reviews

  • Generous learning and development budget

  • Pet-friendly offices

  • Flexible holidays

  • Flexible working hours

  • Remote work

  • Regular team gatherings

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