Support Engineer

As a Support Engineer you will offer help and guidance to real users. This is a hands-on role, you will be intervening in real-time, correcting bugs, talking to users or to the product team to fix or escalate issues.

- Provide technical assistance and support (levels 1 and 2) for issues related to computer systems, software, and hardware.
- Offer solutions to problems and propose improvements to the product team.
- Meet SLA times when dealing with customer issues.
- Classify and resolve issues based on severity and priority.
- Utilize, grow and update the existing Knowledge Base and Communities to offer answers to users.
- Escalate issues to the product team when required.
- Work shift rotation to cover evenings, public holidays, and weekends
- Watch and improve customer satisfaction in the support area.

Soft Skills

- Passion for engineering and technologies.
- Master skills in prioritization.
- Strong sense of responsibility.
- Positivity, kindness and humor

Qualifications and requirements

Experience & Qualifications

- At least 2 years of demonstrable experience in support.
- Bachelor’s degree in Computer Science, Information Systems, a related technical field,or equivalent practical experience.
- Programming Experience.
- Network and systems knowledge.
- Spoken English and Spanish.
- Object-oriented programming.
- Experience on usage of APIs
- Experience with debugging tools

Stack & Tools

Site24x7 90%

Python 3.7 90%

Git 95%

HTML5 99%

React 85%

So what's the plan?

Take our courses, join the Scrum daily sessions and other daily meetings of the support team.

Start with Zendesk

Start getting familiar with the ticketing system we use. Analize and resolve some tickets with the support of other engineers or consultants.

Drive change

By now we expect you to make changes and incorporate new tools, strategies, procedures or systems to reduce the need for user support. You will be assisted by the product team in this adventure.

Day 0

Day 15th

Day 60th

What will you

G E T

Work from home

Work remotely, from home or from an island in the Caribbean.

Time for yourself

Take your birthday off every year, Christmas Eve and New Years Eve also and 22 holiday days per year.

Change offices

You can work from Colombia or from Spain. Every 3 years you can change offices for a while.

As part of your salary you can choose to receive restaurant checks for food.

As part of your salary you can choose to receive kindergarten voucher for your children.

Private health insurance

As part of your salary you can choose to receive a private health insurance.

Library

Ask for books related to your profession. Athento covers the expenses.

Equipment

Macbooks (or other kind of laptops), screens, keyboards and everything you need to do your job properly.

Suggest new tools

We subscribe and pay for tools you suggest that can improve team productivity.

Paid courses

Up tp 300€/year to take courses related to you job. Keep learning and maintain yourself up to date.

Rewards

You do well, we praise you: Ryainair vouchers, Amazon vouchers and other incentives.

And more

Mentoring, trainning, congress, a cool team and culture, stocks and more

Magic Fridays

If you have been on the team longer than 5 years, you get a Friday off per every year of work.

Learn a new language with a native teacher. Twice per week. It's on us

Sounds

T O O

good to be true...

If you don’t believe what you see on this page, listen to our colleagues and external auditors.

92% of the Athento team believes our company is a Great Place To Work.89 Trust Index.

Join our team and grow your professional career with us. We are looking forward to many adventures together. Send us an email and attach your resume. We will contact you back.

Send us your CV, and explain to us why we should count on you.

Let us judge for ourselves

Apply today and allow us to see if there is a fit for you on our team.

Come, work with us and live in paradise. We help you

Move to Malaga (Spain) and enjoy life

Nice weather the whole year, welcoming culture, nice food, international airport and the sea

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