Software Support Engineer

Permanent contract
Salary: Not specified
Fully-remote
Experience: > 1 year
Education: BAC+3

Scaleflex
Scaleflex

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Questions and answers about the job

The position

Job description

The position is Fully Remote and located preferably in Asia, the Philippines or Bangalore, India (night shift).. Remote applicants are required to speak fluently and be able to support Customers (both in writing and speaking) in English and Spanish. Any additional language would be a plus.

Specific responsibilities include:

  • Monitor and answer on different support channels: a ticketing system, public forums, social networks, chat and more;

  • Perform prime inquiry and act as a point of contact for bug-fixing and new features collection;

  • Provide direct customer support and investigate issues by doing own research & involving other teams as needed;

  • Debug customer issues and create reproducible test cases for engineers to resolve;

  • Assist devs to upgrade and maintain development, testing and production environments;

  • Anticipate and identify issues that may negatively impact business through existing tests and dashboards, as well as create new ones when relevant;

  • Help the R&D teams (QA) review new product features and client libraries being shipped;

  • Enhance documentation to minimize repeating support issues;

  • Able to work on night shift if located in Asia (to ensure a 24/5 on Americas and/or Oceania Customers) or standard working hours if located in N/S Americas or Oceania (e.g. Mon.- Fri. or Tue.-Sat. 8am to 6pm).

Benefits list :

  • 18 days of leave per year

  • Very dynamic career path: if you also secretly love Development, Design, Marketing, or any other fitting open position, don’t hide and let’s talk about it!

  • Allowances: Birthday bonus, Expenses when visiting existing offices, and more

  • Payment in Euro via international transfer and Xolo / Wise

  • Travels with a yearly Company off-site


Preferred experience

Strong autonomy, self-discipline and smart organization are essential qualities to perform in an international and remote team. The ideal candidate must be “hungry but humble” and work with passion towards achieving common and personal goals.

Requirements:

Our Team is built around people with a strong entrepreneurial culture and can-do attitude. We love people able to “do something out of nothing” and strive to get better every day.

In order to fit with our culture, you must be/have:

  • 1 year of coding experience, preferably in a web/mobile environment

  • Experience in a customer-facing position, preferably developers-support.

  • Excellent analytical and troubleshooting skills.

  • Knowledge of CDN technologies, Agile/Lean frameworks

  • Bachelor degree in Computer Science or equivalent.

  • Quick learner with a desire to learn new development languages and tools.

  • Passion for support of Customers in a Cloud and SaaS environment.

  • Fluent English and Spanish skills (verbal and written) with outstanding interpersonal skills.

  • Additional language skills (verbal and written) in French and/or Portuguese would be a plus but not mandatory.

At Scaleflex, the most important thing is not where you come from but where you want to go, and especially how!

Traditional team silos are broken and team members are involved in cross-functional activities to allow everyone to learn as much as possible and identify where (s)he can excel.

We value hands-on experience and the ability of oneself to get out of the comfort zone, experimenting and creating along the way, in order to make the products, teams, and ourselves grow in the process.


Recruitment process

Recruitment process

After a first intro call with our Talent Acquisition team, you will meet our VP Global Services and Support, and receive a technical test.

According to the results, you’ll meet with another Executive Manager for the last round. If you enjoyed it and impressed us with your skills, we’ll be happy to welcome you to the team ASAP!

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