Context
As part of our strong growth, we are opening one position for Technical Support Specialist within the Support Team. You will be in charge of software technical production incidents analysis and troubleshoots, alerts monitoring and documentation.

Missions

• 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.

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

Our full technical stack
https://www.welcometothejungle.com/companies/innso/tech

Required

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

Nice to have

• Experience in a SaaS editor and knowledge of customer services.

The position can be based anywhere in Europe and Morocco.

1. Meet our recruitment specialist to ensure alignment between our job offer and your professional project, expectations, mobility, availability, etc.
2. Meet our Support Manager to focus on the job skills and see how you could work together.
3. Meet our Application Delivery members to make sure that you could fit into our existing team.