Technical Support Analyst

About us

 

We have a profitable product, and we are ready to scale! We live our vision, in our tech, but also in our culture. Our tech is the backbone of the company. We facilitate high traffic, high load applications in e commerce & we utilize various in-house fintech solutions. As a developer, you will get the chance to reinvent components, start from scratch and not only scale our business, but also your skills. We take our values seriously and work based on trust and cooperation. Because we believe that working together with passion, drive, and an open mind gets the best results.

 

Job Description

 

As a Technical Support Analyst, you will be responsible for troubleshooting technical issues, assisting users with product-related inquiries, and ensuring a seamless experience for our customers. You will collaborate closely with the engineering and product teams to address customer concerns efficiently. If you are passionate about technology, enjoy solving complex problems, and love working with customers, we’d love to hear from you!

 

Responsibilities

 

  • Provide first-level technical support to customers via email, chat, and ticketing systems.
  • Diagnose, troubleshoot, and resolve customer-reported technical issues.
  • Collaborate with internal teams to escalate and resolve complex technical problems.
  • Document support cases, solutions, and FAQs to improve the knowledge base.
  • Assist in product testing and provide feedback to the development team.
  • Monitor system performance and report potential issues proactively.
  • Train customers on best practices for using Metricalo’s products and services.
  • Contribute to process improvements to enhance customer support efficiency.

 

Qualifications

 

  • 2+ years of experience in a technical support or similar role.
  • Strong problem-solving skills with a customer-centric mindset.
  • Proficiency in troubleshooting web-based applications and APIs.
  • Familiarity with databases (SQL, MySQL) and cloud-based platforms.
  • Experience with ticketing systems such as Jira, or similar.
  • Basic knowledge of scripting languages (Python, JavaScript) is a plus.
  • Strong communication skills, both written and verbal.
  • Ability to work independently and in a team-oriented environment.

 

Benefits

 

  • A competitive compensation package.
  • Opportunity for professional growth and development.
  • Collaborative work environment and supportive team culture.
  • Freedom you won’t experience anywhere else.
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