Technical Support Engineer

We are seeking a strong technical support engineer with good networking skills and practical coding experience to join our Customer Success department. As a technical support engineer, you will be responsible for helping customers solve technical issues and integration challenges. This role requires taking ownership of customer issues, providing training, creating technical content, and collaborating with the development team. The ideal candidate should have at least 3 years of experience as a Technical Support Engineer, practical experience with programming languages such as Python, JavaScript, Ruby or Java, and a deep understanding of OSI model, HTTP protocol, and software troubleshooting skills.

• Taking ownership of customer issues reported and seeing problems through to resolution
• Creating or updating documentation based on findings from request investigations
• Preparing and providing customer training, including developing training material if it does not already exist
• Submitting and commenting on bug reports and feature requests based on customer interactions
• Engaging with the development team to create new feature requests, escalate bugs, solve problems, or obtain missing information
• Meeting or exceeding SLA times consistently
• Creating technical content (sample code, demos, etc.) to show customers how to implement specific use cases or best practices
• Interfacing with customer technical teams, serving as their primary technical point of contact during onboarding
• Partnering with the Account Management team to understand customer requirements and communicate how VGS can address the requirements
• Helping VGS customers to integrate with the platform and drive translation of requirements to code implementation
• Reliably responding to on-call emergencies and participating in on-call support rotation as needed

• 3+ years of experience as a Technical Support Engineer
• Practical experience with one of the following languages - Python, JavaScript, Ruby or Java
• Good knowledge of Git, SQL and Linux
• Experience supporting SaaS products
• Deep understanding of OSI model, HTTP protocol and solid software troubleshooting skills and the ability to understand our platform end to end
• Experience with Docker and AWS

• Flexible work hours and flexible PTO
• Competitive health benefits (Statutory benefits depending on country of residence)
• VGS stock options
• Global parental leave program
• Employee Assistance Program
• Home Internet reimbursement
• New hire home office set up allowance
• Professional learning reimbursement