Technical Support Engineer (FinTech/Cryptocurrency/Nodejs) at Black Pen Recruitment

As the Technical Support Engineer you will be responsible for managing and resolving the technical issues for the Customer Support team who are customer facing as well as to internal stakeholders. You’ll have some great people to learn from, but will work independently and be trusted to escalate issues when needed, superb attention to detail, deadlines, and quality are critical. We are looking for someone who has experience with our tech stack within an agile delivery philosophy.
Requirements

• +2 years work experience as a full stack engineer/developer.
• You have experience planning and prioritizing work, identifying dependencies, facilitating conversations and documenting results (RCA).
• Experience with Node.js, vue.js and possessing a broad knowledge of JavaScript in general.
• Experience troubleshooting, digging and following through logs or browser dev tools to identify root causes and bugs.
• Knowledge of networking concepts, authentication methods, and information security concepts.
• You have the ability to learn and adapt quickly.
• Strong prioritization, time management and logical thinking skills with a bias towards action.
• You have the ability to recognize patterns that could indicate the presence of a deeper technical issue.
• You have deep empathy and desire to help others.
• You have excellent written and verbal communication skills, including the ability to explain complicated things simply.
• Working with any of the following: GitHub, Mixpanel, aws cloudwatch, dynamodb, Grafana, dashbird, serverless, postman, Nodejs, Typescript
• Experience working in AWS cloud architecture
• ClickUp and the Google Suite of products
• Experience in Serverless Framework is advantageous

Responsibilities:

• Collaborate with the customer support team as well as with our cross-functional teams to resolve customer issues and help improve our products.
• Advocate for our customers by collaborating directly with Engineering, Product Management, and our UX team on customer pain points or other product improvements.
• Communicate effectively to cross functional teams and stakeholders regarding issue tracking and resolution status.
• Embrace and demonstrate our values: humility, creativity, and independence.
• Adhere to SLA & KPI, always work towards improving technical support quality and service.