Bachelor’s Degree in Computer Science preferred, or Associate Degree and 2+ years’ experience providing IT support in a similar IT organization
Solid understanding of web development and programming concepts
Advanced troubleshooting skills in complex technology environments, including a structured approach to root cause analysis
Previous experience with Zendesk or other ticketing system
Previous experience with Jira or other project management systems
Knowledge of object-oriented programming
Experience working with schemaless databases
Good level of hands-on generalist experience in 1 of these 4 areas: Java (e.g. JVMS & components), Operational Systems (e.g. Linux or Windows), Databases (e.g. Oracle, SQL, Postgres), or Networks (e.g. LDAP, Load Balancers, Proxies, SSL);
Ability to convey technical concepts in a clear and user-friendly manner
Excellent verbal and written communication skills to engage effectively with customers and team members
MUST have Advanced English skills (written and verbal)
Responsibilities:
Respond to escalated support tickets within SLA guidelines, investigating and resolving complex issues
Communicate clearly and empathetically with users, keeping them informed throughout the resolution process
Reproduce issues in-house and conduct triage, root cause analysis, debugging, and troubleshooting across BeatStars products
Escalate issues requiring code fixes or developer intervention via Jira, ensuring accurate documentation
Prioritize and advocate for urgent responses when necessary, testing applied fixes and updating users accordingly
Engage in cross-functional calls to provide progress updates, action plans, and resolution details
Continuously develop product, system, and network expertise through ongoing training
Contribute to global improvement projects and maintain troubleshooting documentation in Confluence
Proactively seek opportunities for self-improvement and enhancing the customer experience