Technical Support Engineer

Department environment

Copper Technologies is dedicated to optimizing the customer experience and attaining the highest levels of customer satisfaction through the delivery of professional and efficient support across the Copper product and service portfolios.

We are looking for an ambitious and motivated Technical Support Engineer to join our Technology Division offering an opportunity to join a dynamic support team that will bring you an exciting professional development and allow you to step into the technology that revolutionises the financial industry.

Key Responsibilities of the role

• Responsible for investigating, triaging, and resolving tickets that flow into the support desk queue.
• Applies the optimal troubleshooting methods and techniques in resolving problems and documents all lessons learnt in the process.
• Perform root cause analysis and create reports when required.
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
• Clearly communicate and set expectations with key stakeholders (account managers, customer service desk, external partner and 3td parties)
• Serve as the internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible and within the defined SLA.
• Collect information and document bugs (in Jira) for product issues that are impacting customers.
• Create internal process or troubleshooting documentation.
• Participate in the on-call rotation (we have 24/7 SLA's), but 5 days a week

Your experience, skills and knowledge

• Technical background and experience working with diverse audience such as developers, end users, as well as internal and external stakeholders.
• Great verbal and written communication skills with the stress on the ability to convey complex messages to both technical and non-technical audience.
• Strong analytical skills.
• Ability to prioritize incidents and plan, execute and deliver solutions within demanding deadlines.
• Knowledge of help desk ticketing and workflows (Zendesk, ServiceNow, Salesforce etc)
• High Priority Incident Management
• Data visualisation platforms and software (i.e. Kibana, Grafana)
• Knowledge of project driven Software development methodologies (Agile framework, ideally Kanban)
• Database technologies (architecture and analytics).
• Data storage, instrumentation, visualization, and analytics platforms (Metabase, Snowflake or similar)

Desirable

• Prior Blockchain experience
• Cryptocurrency knowledge or interest
• SaaS technology
• Financial Technologies

The benefits offered

Exciting benefits offered and in return for everything you can bring to Copper, we can offer you an exciting, challenging role in a fast-growing and dynamic business, with career opportunities and welcoming working environment.

If you think you have everything we're looking for and more, then we'd love you to apply for the opportunity.