Technical Support Engineer (Department)

Are you detail-oriented and ready to take on a high-impact role in the digital security space? Do you have a sharp eye and thrive on structure and consistency? Then this could be a perfect opportunity for you! 
Our position is open in the Support team at Sigma Software, where you will join a team of 25 professionals at Junior, Middle, and Senior levels. 
During the probation period, you’ll be assigned a mentor to help you with all routine tasks and work-related matters. 
Since we work with Customers across different countries and domains, it’s difficult to specify a particular project in advance.  
Working hours are from 10:00 am to 7:00 pm according to your local time zone, with the possibility of on-call duties in the future.

CUSTOMER
You will have the opportunity to work with world-renowned corporations across various domains, such as AdTech, automotive, IoT, gaming, and intellectual property services. 

PROJECT
We have several different opportunities: 

1) Project for a German company in the automotive industry: The client specializes in developing and implementing synergetic digital technologies for the automotive industry. Their technology stack includes advanced driver assistance systems, charging technology, a unified infotainment platform, and software functions for driving performance. 

2) Project for an American AdTech company: The client develops a digital engagement security platform designed to help businesses prevent malvertising threats and E-commerce fraud. Their technology provides an innovative anti-malvertising security service that effectively protects publishers, their audiences, and advertisers from malvertising attacks executed through the programmatic advertising ecosystem. 

3) Project for a Swedish company in the software development industry: The client is a leader in cross-channel marketing automation for marketers and CRM teams, with over 20 years of experience in digital marketing. They were one of the first to automate marketing flows, originally referring to it as “event-driven marketing”. 

• Respond promptly and professionally to Customer inquiries and technical support requests  

• Ensure that  agreed service levels are met according to the Service Level Agreement (SLA) 

• Analyze Customer traffic to identify undetected threats and false detections, primarily using Elasticsearch and BigQuery (SQL) 

• Diagnose and troubleshoot complex technical issues related to software applications, hardware, and network systems 

• Conduct in-depth analysis of Customer issues, identify root causes, and implement effective solutions 

• Maintain accurate and detailed records of Customer interactions, technical issues, and resolutions in the ticketing system 

• Monitor and analyze system performance and availability, identifying and resolving potential issues to minimize downtime 

• Participate in the creation and maintenance of technical documentation, knowledge base articles, and troubleshooting guides 

• Assist in testing and validating software releases and updates before deployment to ensure quality and reliability 

• At least 3 years of experience in a technical support role  

• Hands-on experience in analyzing large and complex data sets (data manipulation, statistical analysis, conclusions, etc.) 

• Experience working  with Jira and a desire to continue developing in this area 

• Knowledge of web architecture and protocols (CDN, HTML, DOM, HTTP, HTTPS, IPv4/v6, etc.)  

• Experience with SQL, JavaScript, Python, or Java 

• Hands-on experience in troubleshooting technical issues, using tools, logs, and diagnostic techniques 

• Basic understanding of network configurations  

• Upper-Intermediate level of English 

PERSONAL PROFILE

• Flexibility to work in different shifts 

• Analytical mindset and data-driven decision-making skills 

• Customer-facing and excellent communication skills 

• Responsible approach to work