[Remote] Software Support Engineer

• Monitor and answer on different support channels: a ticketing system, public forums, social networks, chat and more
• Perform prime inquiry and act as a point of contact for bug-fixing and new features collection
• Provide direct customer support and investigate issues by doing own research & involving other teams as needed
• Debug customer issues and create reproducible test cases for engineers to resolve
• Assist devs to upgrade and maintain development, testing and production environments
• Anticipate and identify issues that may negatively impact business through existing tests and dashboards, as well as create new ones when relevant
• Help the R&D teams (QA) review new product features and client libraries being shipped
• Enhance documentation to minimize repeating support issues
• Able to work on night shift if located in Asia (to ensure a 24/5 on LATAM Customers) or standard working hours if located in N/ S Americas (e.g. Mon.- Fri. 8am to 6pm)

Strong autonomy, self-discipline and smart organization are essential qualities to perform in an international and remote team. The ideal candidate must be "hungry but humble" and work with passion towards achieving common and personal goals.

Requirements:

Our Team is built around people with a strong entrepreneurial culture and can-do attitude. We love people able to “do something out of nothing” and strive to get better every day.

In order to fit with our culture, you must be/ have:

• 1 year of coding experience, preferably in a web/ mobile environment
• Experience in a customer-facing position, preferably developers-support
• Excellent analytical and troubleshooting skills
• Knowledge of CDN technologies, Agile/ Lean frameworks
• Bachelor's degree in Computer Science or equivalent
• Quick learner with a desire to learn new development languages and tools
• Passion for support of Customers in a Cloud and SaaS environment
• Fluent English and Spanish skills (verbal and written) with outstanding interpersonal skills
• Additional language skills (verbal and written) in French and/or Portuguese would be a plus but not mandatory

At Scaleflex, the most important thing is not where you come from but where you want to go, and especially how!

Traditional team silos are broken and team members are involved in cross-functional activities to allow everyone to learn as much as possible and identify where (s)he can excel. We value hands-on experience and the ability of oneself to get out of the comfort zone, experimenting and creating along the way, in order to make the products, teams, and ourselves grow in the process.