Company Description
Our Support team is expanding, and we’re looking for new members to join us and provide the best service for our Customers.
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, we will provide you with a mentor to help with all routine tasks and work-related matters. As we work with Customers across different countries and domains, it’s difficult to specify a particular project. However, we can confidently say that you will work extensively with Atlassian products, especially Jira.
Working hours are from 10:00 am to 7:00 pm according to your local time, with the possibility of on-call duties in the future.
Job Description
- Respond promptly and professionally to Customer inquiries and technical support requests
- Secure the agreed levels of service 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 problems, 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 addressing 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
Qualifications
- At least 1 year of experience in Technical Support role
- Hands-on experience with analyzing large and complex data sets (data manipulation, statistical analysis, conclusions, etc.)
- Experience working with Jira and a desire to continue developing in this direction
- Knowledge of web architecture and protocols (CDN, HTML, DOM, JS, HTTP, HTTPS, IPv4/v6, etc.)
- Experience with SQL and JavaScript
- Hands-on experience in troubleshooting technical issues, using tools, logs, and diagnostic techniques
- Basic understanding of network configurations
- Analytical mindset and data-driven decision making
- Customer-facing and communication skills
- An Upper-intermediate level of English
What We Do
Sigma Software Group, an award-winning and trusted IT partner, has been serving customers for over 21 years, providing comprehensive IT solutions to various businesses, ranging from startups to established software product houses. As one of Europe's substantial IT consultancies, it brings together a dedicated workforce of over 2,100 professionals in 40 offices across 19 countries. With a diverse client base, including more than 300 enterprises, including Fortune 500 stalwarts, Sigma Software Group is a preferred choice for developing solutions that help businesses create cutting-edge products while meeting their unique needs.
Sigma Software Group operates as a dynamic ecosystem of tech companies, offering 25 ready-to-implement innovative products and 40+ value-added services. Furthermore, Sigma Software Group is committed to fostering innovation through initiatives such as the Sigma Software Labs business incubator, Sigma Software University, the SID Venture Partners VC Fund, UA Tech Network, Techosystem, the European Business Association, and other collaborative efforts.
Since 2015, Sigma Software Group has consistently earned recognition on the IAOP's prestigious World's Top 100 Outsourcing list. The company's accomplishments have also been acknowledged by prominent global media outlets such as Forbes, CNBC, The Times, and Reuters
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