Technical Support & QA Engineer

Send resume and other materials to resumes@tervela.com, and mention the support role

Job description
Responsible for providing technical assistance via email, chat, and web meetings to customers of Cloud FastPath, a SaaS application used by companies large and small to migrate data from on-premises servers to cloud collaboration platforms and between cloud platforms. Our users are generally IT staff at mid-market to large enterprises. In addition to helping customers directly, this position entails user -level quality assurance of the product itself, both to ensure deep familiarity with all of the product’s features for the support team and to provide the highest quality experience for our users.and fully participates in the product development process. We expect that regular customer interaction and hands-on use of the product will result in feedback to the development team on product quality and areas of potential improvement.

Experience

  • Required
    • Technical support and/or software quality assurance experience
    • Good written and verbal communication
    • Excellent general computer skills
  • Desirable
    • Familiarity with cloud collaboration platforms such as OneDrive, Box, GSuite, Dropbox, etc.
    • “Power user” level familiarity with both Windows and Linux
    • Experience with scripting (ideally Python, Bash, or PowerShell)
    • Excel expertise
    • Experience with IP networking and firewalls
    • Sharepoint and Windows system administration experience
    • Experience in a start-up software environment

Personal characteristics

  • Willingness to learn new technologies and adapt to constant change
  • The courage to make, accept, and resolve mistakes, ideally with sense of humor
  • Focused, detail oriented, able to manage and analyze technical data from multiple sources
  • Readiness to quickly switch between people-oriented and technically-oriented mindsets

Responsibilities

  • Responding to inbound support requests via Zendesk, Intercom, or email
  • Documenting issues in bug tracker (Github) with clear steps to reproduce when possible
  • Managing customer issues through full identify/fix/test/deploy lifecycle
  • Proactive monitoring of telemetry for high-profile customers
  • Providing data migration best practices at customer project kick-off meetings
  • Cross-browser UI testing and data validation tests for new releases

 Send resume and other materials to resumes@tervela.com, and mention the support role