Support Job Description

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Support Job Description Template

Our company is looking for a Support to join our team.

Responsibilities:

  • Assist in troubleshooting Technical issues and use those opportunities to further mentor the team;
  • Manage day to day operations and provide leadership, mentoring and direction to the Technical Support team;
  • Coach and review team members with regards to adequate performance of their duties, adherence to policies and procedures;
  • Maintain a knowledge base of known issues and solutions;
  • Define, measure, and improve on various relevant KPIs, such as response time and resolution time;
  • Provide 24/7 technical support for JFrog customers, and maintain knowledge base of known issues and solutions;
  • Keep current with the latest technology trends related to Build Engineering at the landscape of Continuous-Integration and delivery;
  • Ensure proper escalation occurs for unresolved issues and assign appropriate priority;
  • Demonstrate hands-on leadership;
  • Ensure that customer issues are appropriately logged, researched, and accurately resolved in a timely manner, meeting and exceeding expectations;
  • Proactively identify repeating issues, missing features, customers at risk. Provide feedback to the product development, sales and management teams;
  • Refine and implement the methods, procedures, tools and policies to ensure high-quality service is delivered to customers.

Requirements:

  • Experience with S/W support – Mandatory;
  • Ability to work weekends and holidays on occasion;
  • Development experience (Java knowledge or Platform development) – Advantage;
  • 2+ years customer-facing experience;
  • Ability to be on call 7×24 on occasion;
  • B.S. or equivalent in Computer Science or Computer Engineering, plus 2 years or similar experience;
  • 4-5+ years in directly managing a technical support team with a S/W vendor;
  • Programming/debugging skills are an advantage;
  • Knowledge / experience with databases, LDAP, Apache httpd, Apache Tomcat – Advantage;
  • 5+ yearsexperience with supporting international enterprise customers in the S/W domain;
  • Customer orientation and excellent interpersonal skills;
  • Experience in a system administration or service providing position – Advantage;
  • Experience in Linux – Mandatory;
  • Excellent verbal and written communication skills in English;
  • Experience with Continuous Integration tools: CI Server, VCS, Artifactory.