Technical Support Engineer L2

Neon Labs

Neon Labs

Software Engineering, IT, People & HR, Customer Service · Full-time
Posted on Saturday, July 9, 2022


  • Advise valued customers and business partners on best practices and integrations with Neon products
  • Document and share customer feedback and feature requests with Product and Engineering teams to aid in development priorities
  • Resolve technical issues by filing, managing, and evaluating bugs and improvements with Product and Engineering teams
  • Support business-to-business (B2B) and business-to-consumer (B2C) inquiries through technical consultations, email, and persistent chats
  • Maintain a professional image and demonstrates a willingness to contribute at all levels
  • Assist other team members as needed
  • Field incoming problem tickets from end-users to resolve issues
  • Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, issue resolution, and communication
  • Update the support ticket with clear and complete information regarding the investigation and resolution of the ticket
  • Escalate high priority or severe issues to supervisor/manager or appropriate internal teams (e.g. software developers)
  • Document technical knowledge in the form of notes and manuals

Skills and Experience:

  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
  • Education in an IT background or 2+ years of working experience with Linux/Unix/Mac environments
  • Good understanding of computer systems, mobile devices, and other tech products
  • Solid analytical/cognitive skills to troubleshoot complex and technical problems, ability to diagnose and troubleshoot basic technical issues
  • Working knowledge of Linux operating systems, networks, databases, and network security concepts and tools
  • Scripting with BASH, Perl, or Python
  • Log parsing and analysis
  • Help Desk Experience and using ticketing systems to manage and track incidents
  • Fluent in English – verbally & written, ability to provide step-by-step technical help, both written and verbal
  • Communication Skills
  • Ability to effectively communicate complex technical scenarios to people with less technical knowledge
  • Flexibility in using different technologies/platforms
  • Motivated and enthusiastic to discover and learn new technologies
  • Disciplined and “Team first approach” oriented, be professional, have a positive “get it done” attitude and a strong work ethic
  • Minor account management skills including investigating and understanding current and historical issues for specific accounts
  • Strong organizational skills, detail orientation, and the ability to multi-task, meet deadlines, and prioritize work.
  • Comfortable with making next-step decisions and excited by "thinking outside of the box"

Nice to have:

  • JIRA and Confluence Knowledge beneficial
  • Experience integrating and troubleshooting APIs
  • Working experience with AWS or other Public Cloud Platform
  • Solid experience working with Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies, and Firewalls.
  • Experience working with open-source projects.

Strong plus:

  • Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus
  • Development experience, experience working with writing production-level code
  • Bachelor’s Degree (B.A.) in Computer Science or Information Technology
  • Experience with Web3.js and the Ethereum ecosystem
  • Experience as a System administrator

How to Apply: Send an email to [email protected] with your: a link to your Github/LinkedIn account let us know what is your favorite project among those that you’ve accomplished and please, mention your time zone enclose a resume if it’s important to you or if you think it might help us learn more about you

Neon Labs is an equal opportunity employer.