Software Technical Support Engineer

Gravity IT Resources

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Job Title: Software Technical Support Engineer

Location: Remote

Job-Type: Direct Hire

Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly (we are not open to contract or “corp to corp” agreements).

Responsibilities:

  • Provide Technical Support for the Klara platform and mission-critical functionalities
  • Own and solve customer technical issues, using troubleshooting and analytical skills, as well as cross team collaborations
  • Meet department SLA requirements, keep stakeholders updated, and clearly document customer issue progress and outcomes
  • Serve as the primary escalation point for Level1 Customer Support 
  • Create and deliver training and documentation for peers on key technical topics, and service approaches for attaining yet greater customer satisfaction
  • Assist the Product and Engineering teams in prioritizing the product fixes and enhancements, appropriately representing the customers interests and urgency
  • Serve as the point of contact to third party vendors for those customer application issues requiring third party software support

Requirements:

  • Bachelor’s degree or equivalent experience
  • 3+ years of experience working in Technical Support
  • Excellent oral and written communication skills. Explains technical situations to expert, managerial, or lay audiences effectively
  • Strong interpersonal skills, having patience and poise under pressure
  • Strong analytical and troubleshooting skills
  • Team player who enjoys collaborating to determine solutions, but is also comfortable working autonomously
  • Extensive experience troubleshooting issues through application log analysis
  • Experienced troubleshooting integration API’s 
  • Able to read Ruby, JavaScript, Python, or similar interpreted language code
  • Object oriented programing knowledge a plus, but not required
  • Experience with database technologies and SQL, (preferably Postgres, and Redis)
  • Experience with Elasticsearch, a plus, but not required

We Offer:

  • Extensive career and growth opportunities in a fast-growing technology and health care area
  • The opportunity to work cross-functionally and closely with senior leadership, not only in the Berlin office but also with New York
  • The ability to tap into our investor network (i.e. FirstMark / Google gradient / Project A) to consult with and learn from industry pioneers
  • Competitive compensation package
  • Amazing culture
  • Personal education budget
  • Monthly budget for team events (team building, lunches, happy hours…)
  • Generous vacation policy
  • Remote work opportunities

Apply Now