Senior Technical Support Engineer

We are seeking a technically skilled senior Support Engineer. You will be responsible for delivering world-class technical support for our products, helping customers overcome technical challenges while ensuring smooth communication between users, support agents, and development teams.

This role requires a mix of strong technical troubleshooting skills, customer-oriented communication, and a proactive approach to improving processes and tools.

Key Responsibilities

• Analyze, troubleshoot, and resolve application, system, or integration issues.
• Provide outstanding support for Business Hub and Analytics Platform.
• Troubleshoot issues over calls with customers when needed.
• KNIME workflows to support issue resolution (training will be provided).
• Collaborate closely with fellow support engineers and development team members.
• Contribute to continuous improvement of support processes, tools, and knowledge sharing.
• Share technical insights with the development team to improve future releases.
• Participate in on-call rotations

Requirements

• Strong experience in technical or application support, helpdesk, ticket management or support engineering.
• Familiarity with ticketing systems (Jira, Zendesk, ServiceNow, or similar).
• Experience administering software solutions on Linux and/or Windows platforms.
• Basic knowledge of SQL database for data checks and issue investigation. 
• Ability to read and analyze logs.
• Familiarity with identity providers (e.g., Keycloak), LDAP, SAML, OIDC, and OAuth.
• Strong experience or ready to work in software support, ticket management, and escalation processes.
• Knowledge of  JVM,Kubernetes deployments, Docker, and RESTful APIs.
• Knowledge of major cloud infrastructures (AWS, Azure, GCP).
• Excellent communication skills in English (written and spoken).
• Ability to clearly explain technical concepts to diverse audiences.
• Strong self-organization, curiosity, and eagerness to learn.

Nice to have:

• Knowledge of monitoring tools (Grafana, Kibana, Datadog, etc.).
• Basic scripting skills (Python, Bash).
• Experience supporting SaaS products.
• Understanding of CI/CD pipelines and DevOps processes.