15 ott - Macerata
Jobgether
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer based in Italy.
This is a customer-facing technical support role focused on maintaining the reliability and usability of a cloud-commerce platform serving large service providers, distributors, and managed service providers. You will own customer-impacting incidents from initial investigation through resolution, while keeping customers informed throughout the process. The role combines Linux administration, networking, databases, APIs, troubleshooting, and cloud technologies in a technically diverse environment. You will work closely with developers, product teams, and account managers to resolve complex issues and identify root causes. As part of a remote-first and AI-first organization, you will have opportunities to use modern AI tools to improve troubleshooting, automation, and documentation. The role offers meaningful ownership, continuous learning, and the chance to directly improve customer experience at scale.
Accountabilities
- Own technical support tickets end-to-end, investigating customer-reported incidents, troubleshooting issues, identifying root causes, and delivering effective solutions.
- Provide clear guidance on product functionality, configuration, best practices, and technical processes.
- Diagnose complex issues using Linux administration, system logs, monitoring tools, networking concepts, databases, APIs, and other troubleshooting techniques.
- Manage customer communication and provide timely, accurate updates in accordance with service-level agreements and quality standards.
- Collaborate with developers, product teams, account managers, and other technical stakeholders to resolve issues efficiently and elevate appropriately when required.
- Maintain accurate ticket records, documenting investigation steps, resolutions, and relevant technical information.
- Create and improve technical n
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