Software Support Engineer with Python - Remote

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Requirements:

• 3+ years of support or equivalent experience in a customer facing role
• Solid understanding of Computer Networks (DNS, HTTP, TCP/IP, TLS/SSL)
• Fundamental knowledge of web programming and standards (HTML, Javascript, APIs, REST, JSON, Mysql)
• Basic understanding of web applications, client utilities, browserstack, headless browsers.
• Familiarity with Linux/UNIX or Mac Terminal command-line and simple scripting
• Strong grasp of Python to be able to write and debug code.
• Prefer familiarity with additional languages such as Javascript, Typescript, Java, Javascript, .net/C#, Golang.
• Excellent verbal and written English skills and ability to articulate a complex system or problem based on the type of audience
• Strong team player with good analytical and technical writing skills
• Strong relationship building skills with a sense of collaboration
• Ability to multi-task and manage multiple priorities and commitments

Responsibilities:

• Provide world class support for our Zyte customers by delighting them in every interaction
• Investigate and resolve issues keeping the customer up to date on progress
• Strong customer focus with a mindset for preventing future recurrence of issues and be an advocate for customers to get the best value possible.
• Demonstrate leadership and ability to work independently to resolve complex technical issues
• Share ideas, issues and lessons learned with the rest of the team and the community by constantly adding to and updating our Knowledge Base and process documentation
• Engage with engineering teams to help resolve issues and propose new features/processes that will improve our products and our customer service.
• Act as Subject Matter Expert for existing or new Product and be the advocate for the Product including new product/feature readiness and gathering feedback.
• Assist developers in the customer side to help troubleshoot their spider code
• Provide assistance to internal groups in Zyte to troubleshoot issues and make configuration changes
• Effectively collaborate within the team and with other teams to constantly improve the processes and tools for greater efficiency and better customer satisfaction
• Be available to participate in the weekend shift - approximately one weekend every month for additional compensation