LOCATION: BRAZIL

Support Engineer

Full-time

BeatStars is a digital production marketplace that allows music producers and artists to license and sell their material. Our goal is to help empower producers/artists to become their own entrepreneurs and we are 100% dedicated to helping our users succeed by providing them with the help and tools that they need.We are looking for a motivated individual who is committed to helping and contributing to our community.

Job description

We are looking for a dedicated Support Engineer to ensure that our users' technical queries are resolved in a timeous and satisfactory manner. In this role, you will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments.

Job RESPONSiBILITIES

  • Respond to tickets in accordance with SLA guideline, digging into complex issues;
  • Reproduce issues in-house and responding back in a timely manner
  • Perform triage, root cause analysis, debugging, and troubleshooting across BeatStars
  • products;
  • Test fixes to ensure problem has been adequately resolved
  • Act as final point of escalation
  • Receive on-boarding training to make you a specialist in our products, system technologies, and network technologies.
  • Participate in calls with other departments, helping to communicate progress updates, action plans, and resolution details;
  • Always improve yourself and our customer's experiences.
  • Work on global continuous improvement projects.
  • Troubleshooting documentation

Job Requirements

  • Bachelor’s Degree in Computer Science preferred, or Associate Degree and 2+ years’ experience providing IT support in a similar IT organization, or 5+ years’ experience in systems administration or network engineering.
  • Advanced troubleshooting skills in high technology systems, environments, infrastructures, and/or applications with a well-structured root cause analysis process;
  • Previous experience with Zendesk or other ticketing system
  • Good level of hands-on generalist experience in 1 of these 4 areas: Java (e.g. JVMS & components), Operational Systems (e.g. Linux or Windows), Databases (e.g. Oracle, SQL, Postgres), or Network (e.g. LDAP, Load Balancers, Proxies, SSL);
  • Experience with 1 or more web/application servers (e.g. Tomcat, Apache, IIS, NGINX, Jboss) is a plus
  • REST API
  • HTTP Protocol
  • Advanced English skills (written and verbal);

Benefits

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