Technical Support Engineer

Glassbox is looking for a Technical Support Engineer to join our global Support team. 

We are Glassbox, and our mission is to reveal the insights that empower organizations to deliver exceptional digital customer experiences. 

We are growing and have been recognized by G2 as one of 2024's Top 50 Software Companies in the world. 

Our customers are the best of the best and include six out of the ten largest global banks, the world’s largest hotel chain, the largest healthcare, and the largest telecommunications company in the U.S. 

Now is the perfect time to come to Glassbox and help us accelerate our global leadership position! 

If you are a dynamic, successful, experienced metrics-driven leader, Glassbox might be a great fit. 

Will you join us on this journey?

What You Will Do

• Diagnose and Troubleshoot: Use your analytical skills to diagnose issues within web applications, employing a variety of tools and techniques to identify root causes of problems
• Customer Support: Serve as the first point of contact for customers experiencing issues with web applications. Provide timely and empathetic support via ticket/phone
• Technical Documentation: Create and maintain detailed documentation of common issues and solutions to enhance the customer support process. This includes knowledge base articles, FAQs, and troubleshooting guides
• Continuous Learning: Stay updated with the latest industry trends, tools, and technologies related to web application development and security to provide knowledgeable support
• Working with R&D: Collaborate with the Research and Development (R&D) team for in-depth technical issues that require advanced investigation or development intervention Escalate tickets to R&D with comprehensive details to facilitate efficient problem resolution

What You Will Need

• 3-5 years of experience supporting client-server applications on Windows and Linux environments, application and server-side
• Web analysis skills - the ability to analyze web traffic including HTML, cookies, HTTP and REST APIs using website monitoring and debugging tools. (Fiddler, Devtools etc)
• Experience with Linux operation
• Excellent English verbal and written communication skills and support methodology
• Strong troubleshooting and problem-solving skills
• Ability to manage multiple competing priorities and work effectively under time constraints in a fast-paced, collaborative work environment

Advantage

• Experience working with AWS, Docker, K8s
• Knowledge of mobile app development environments, frameworks, and tools