Senior Technical Support Engineer

Covantis is an industry-wide initiative on a bold mission to simplify the global trade for the entire industry of agricultural commodities. Covantis is being developed by the commodities trading and shipping industry for the commodities trading and shipping industry. Our goal is to create more efficiency and value for the entire industry. We do that by using forward-thinking technology to replace archaic and redundant processes with modern solutions. We are building a secure digital platform that will minimize your operating risks while increasing market efficiency for the entire commodities trading and shipping industry. Our diverse team is made up of some of the best agri commodity experts and software engineers, determined leaders and compassionate innovators, united by our desire to solve complex problems in simplifying global supply chain. Covantis platform is live in production and adopted by some of the largest companies in the industry and our team is growing as we expand globally to deliver more value to our customers.

Senior Technical Support Engineer
Full-time
English: Upper-intermediate

Responsibilities: 

  • Hands-on technical support activities (ticket handling/issue troubleshooting).
  • Provide technical support for core customer facing functionalities of the platform such as external API integrations.
  • Maintaining and updating technical documents (Troubleshooting guides/KB articles).
  • Act as part of a 24/7 support team and be part of the on-call rotation.
  • Collaborate with internal teams to escalate and help resolve the issues raised.
  • ZenDesk administration and configuration such as access management, integrations with other tools, dashboards, reporting, knowledge base management, and others.
  • Incident Management responsibilities such as identification, validation, escalation and communication with the end-user community.
  • Working on establishing operational protocols and standards.
  • Helping in hiring, training, and mentoring new team members.

Must-have professional experience and skills: 

  • Flexibility and adaptability.
  • Analytical and problem-solving skills.
  • At least 5+ years of technical Customer Support experience in SaaS/PaaS Solutions.
  • Knowledge and experience in managing and configuring ZenDesk ticketing system.
  • Experience in handling production P1 Incidents.
  • Experience in supporting and troubleshooting applications built on a microservice architecture.
  • Ability to read and analyse application logs to escalate to the relevant development teams.
  • Relevant experience with cloud solutions (AWS, Azure).

Must have soft skills:

  • A flair for supporting and helping others, always offering the maximum possible

value while demonstrating empathy and expertise.

  • Service-minded personality with a hands-on approach and curiosity, can-do and do a positive attitude.
  • Driven, self-motivated, adaptable, enthusiastic and can thrive in a fast-paced  start-up environment.
  • Excellent written and verbal communication skills in English.
  • You are customer service orientated with excellent organization and communication skills.

Nice to have: 

  • Experience in a product life cycle, development methodologies (Agile, Scrum), and service standards/ methodologies.
  • Understanding the blockchain ecosystem.
  • Has an understanding of web technologies such as XML, JSON, HTML.
Our recruiter
Марта Стопец
Марта Стопец
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