Technical Support Engineer Tier 2-3

Description

A bit about us:

Since launching the industry’s first AI coding assistant in 2018, Tabnine has pioneered generative AI to elevate the coding experience for over a million developers worldwide across thousands of companies. Our mission is to help development teams of every size speed up and simplify the software development process with AI, while maintaining standards of privacy and security. Tabnine boosts engineering velocity, code quality, and developer happiness by automating the coding workflow through AI tools customized to their teams. Unlike generic coding assistants, Tabnine is the AI that you control. We’re looking for top-tier talent to join the Tabnine team and we’d love to hear from you!

A bit about the job:

***We are seeking a Technical Support Engineer for a fully remote position. This role is open to candidates located in Brazil, Mexico, or Costa Rica, who are willing to work US Central time zone hours (9:00 AM – 6:00 PM), Monday-Friday.***

***To ensure alignment, we’d appreciate it if you could share your salary expectations in USD along with your application.***

We are looking for a Tier 2-3 Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and network problems and help our customers install applications and programs. This role involves resolving technical issues, answering inquiries, and ensuring customer satisfaction.

Responsibilities

Responsibilities

• Provide timely and effective technical support via Zoom, email, or chat.
• Diagnose and resolve technical problems related to software and network connectivity.
• Document customer interactions and solutions in a ticketing system (Zendesk).
• Escalate complex issues to higher-level support or engineering teams.
• Stay up-to-date on product knowledge and technical advancements.
• Contribute to knowledge base articles and internal documentation.

Requirements

Qualifications

Education & Experience:

• Bachelor’s degree in Computer Science or a related field (or equivalent hands-on experience).
• 3+ years of Experience in a technical support role troubleshooting software and network-related issues.

Technical Skills

• Proficiency in software and network troubleshooting.
• Familiarity with ticketing systems (e.g., Zendesk, Jira).
• Basic knowledge of coding languages such as Python, Java, or JavaScript.
• Familiarity working with IDEs. Advantage to working with VSCode or JetBrains (IntelliJ) IDEs.
• Experience reproducing customer issues. Experience working closely with engineering teams

Soft Skills

• Strong problem-solving and analytical abilities.
• Excellent verbal and written communication skills.
• Customer-focused mindset with a commitment to delivering top-tier support.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Patience and empathy when assisting users with technical issues.

Key Attributes

• Problem Solver: Capable of identifying and resolving technical issues efficiently.
• Communicator: Able to explain complex technical concepts in a clear and understandable manner.
• Customer Advocate: Dedicated to providing excellent customer service and ensuring satisfaction.
• Team Player: Works collaboratively with colleagues to achieve shared goals.
• Self-starter: Takes initiative and works independently with minimal supervision.

***To ensure alignment, we’d appreciate it if you could share your salary expectations in USD along with your application.***