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Technical Support Engineer

Lisbon (Hybrid)

Delivery and Operations

Shield is a global startup, with offices in Tel-Aviv, New-York, London, and Lisbon. 

We’re growing and looking for another important piece of the puzzle. 

Is it you? 

As an experienced Technical Support Engineer you will act as the first point of contact for any question raised by Shield customers, as well as proactively monitoring systems. You’ll be part of a technical team solving complex issues, working with bleeding edge technology, and keeping our customers satisfied and informed. This position is based in Lisbon and we operate on a hybrid model (2 days at the office/3 days remote).

We can’t promise it will be easy, you’ll need to be hands-on and proactive, but it will definitely be exciting and most importantly – FUN.

Let’s get down to business:

 What you’ll do: 

  • Respond to customer technical support requests via phone, email, and ticketing system (Zendesk) in a timely and professional manner.
  • Proactively diagnose and resolve complex technical issues related to software, and application problems.
  • Taking disparate and undefined customer issues and breaking them down in order to escalate and communicate issues clearly in a technically clear manner to R&D when necessary – you can clearly match issues to the appropriate system components, collect logs, run tests and replicate issues.
  • Document with extreme clarity all customer interactions and solutions in a ticketing system for tracking and following-up creating and updating help document processes, how-to’s etc.
  • Work closely within workgroups and ad-hoc with other teams such as Product, R&D, and Operations to ensure customer issues are resolved promptly and effectively.
  • Participate in on-call/shift rotation (currently Mon-Fri 24hrs) and provide ad-hoc after-hours support for projects as needed.

Experience and skills

  • 3/4+ years of experience as a technical support engineer-MUST.
  • Solid knowledge of Windows and/or Linux operating systems.
  • Basic experience with Cloud stack such as: Kubernetes, Elasticsearch, AWS, and MySQL (other vendors or similar tech with clear demonstrated exp is accepted, mindset over specific tech stack is more important for us.)
  • Understanding complex system (ETL) and data flows.
  • Experience handling support tickets for complex SaaS applications.
  • Superb written and verbal communication skills in English, with the ability to explain complex technical concepts both in writing and on call.
  • Ability to multitask and prioritize effectively in a fast-paced environment working hand in hand with the Head of Support to help guide the team.
  • Ability to work independently, proactively and as part of a team.
  • Familiarity with ticketing systems (Zendesk, Jira etc.) – Advantage.

Oh hey, you made it all the way here! 

So, in case you were wondering, Shield is how compliance teams in financial services can finally read between the lines to see what their employee communications are really saying.  

We are a post Series B startup ($35m) with some of the largest financial organizations in the world as investors and customers. Our platform analyzes digital interactions to do good in the world: we help protect market integrity and people’s financial assets.  

Shielders listen more intently. Pay closer attention to the details. Make the extra effort. Care. It’s what we do at Shield every day, and not just for our customers, but for everyone we work with. It’s all about creating a world where people understand and trust each other. 

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