A bit about us
We’re a world-leading smart mobility SaaS tech company with over 1.8 million active users. Our teams are collaborative, vibrant and fast-growing, and all team members are empowered with the freedom to influence our products and technology.
Are you curious, innovative and passionate?
Do you take ownership, embrace challenges, and love problem-solving?
We’re looking for a Senior Systems Support Officer who will empower us to provide the best-in-class technical support to our external customers and internal users of our software platform
You want to
● Give customers and internal users an excellent and stress-free experience while reaching out to support
● Assist users with configuring their applications to get it working exactly as they want
● Diagnose and find root causes to issues raised by customers and end users
● Log, track and manage support tickets using a ticketing system
● Build a knowledge base for problem diagnosis and resolution
● Setup processes and infrastructure to help increase efficiencies and reduce turn around times on support tickets
● Mentor and guide junior members of the team
● Work closely with 1st level support, the development and the quality assurance team to swiftly resolve issues as well as improve product quality and stability
You have
● More than 5 years of experience working in a technical support team
● Good experience in analysing application application logs
● Comfortable writing SQL queries to help diagnose issue
● Familiarity with Javascript / PHP / .Net / Python or similar programming languages
● Familiarity with command line for Linux
● A “never give up” attitude while trying to find the root cause of issues
● Take pride in solving issues quickly and contributing towards the improvement of product quality and stability
● An ability to understand issues faced by the user and have a thought process that is geared towards problem-solving
● Excellent verbal and written communication skills
- Willing to be on call over the weekends / holidays in a rostered setup.
