Technical Support Engineer

We are currently recruiting for an amazing opportunity to work with one of our Global IT clients as a Global Technical Support Engineer, officially based in Dublin, though the successful candidate can work remotely, anywhere in Ireland. This is an outsourced contract position, initially for 3 months. 

A typical day will include:

• Working directly with developers, merchants and internal teams on post-integration issues to provide technical support, consulting and best practices. External customers contact through tickets. Internal customers use different contact avenues depending on priority.
• Conducting test scenarios for technical issues with code, software, hardware, devices and endpoints.
• Installing and configuring test environments, payment APIs and eCommerce products.
• Identifying irregularities in functionality and unexpected behaviours with products and services.
• Developing in-depth technical information (sample code, white papers, FAQs, snippets) for distribution to merchants.
• Developing and conducting demos of product functionality.
• Participating in the development of tools, systems and processes to improve product supportability.
• Taking part in weekend on-call rotation responsibilities.

What does Success Look Like?

• You have achieved goals and objectives set for the team and you for the given time period.
• You have provided best in class white glove customer experience.
• You have made sure all our contact avenues are covered (community forum, phone line, ticket queue)
• You have prioritized the incoming contacts by severity and TPV impact, addressing them with the agreed Service Level.
• You have escalated any potential bugs to the Product Development teams.
• You have communicated with your team to ascertain synchrony on current contact drivers.
• You have conveyed your learnings from the cases you had worked to the rest of the team, potentially by creating/updating training material. 

About You:

• 2+ years of experience in web development and/or technically-oriented customer service.
• BSc degree in an IT-related field or equivalent experience.
• Experience with software application debugging and troubleshooting
• Experienced in one of the following: Java, Objective C / Swift, C#, PHP, NodeJS, HTML, JavaScript, JSON.
• Understanding of REST
• Understanding of Linux/Unix commands
• Understanding of basic SQL Commands
• Some understanding of Firewalls, proxy, HTTP Errors, server-side errors, TCP/IP

If you are interested in this opportunity or similar opportunities, please feel free to contact me via email on rian@edenrecruitment.ie