Technical Support Engineer

Jobgether SRL; Italia; A distancia; EUR 45.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-first environment

Competitive compensation

Flexible core hours

AI tools access

Career growth

Descripción de la vacante

Jobgether SRL is seeking a Technical Support Engineer in Italy for a remote-first, AI-enabled cloud-commerce platform. You will own customer-impacting incidents from initial investigation through resolution, coordinating with developers and product teams while guiding customers on best practices.

This role requires 3+ years in technical or support engineering, strong Linux (CentOS/RHEL), networking, databases, and APIs.

Formación

• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline.
• 3+ years of experience in technical or support engineering.
• Strong Linux system administration and networking fundamentals.
• Experience with relational databases and SQL query analysis.
• Familiarity with REST, SOAP, JSON, XML, and authentication standards.
• Excellent written and verbal English communication; remote work capable.

Responsabilidades

• Own technical support tickets end-to-end, investigating incidents and delivering solutions.
• Provide guidance on product functionality, configuration, and best practices.
• Diagnose issues using Linux, logs, monitoring, networking, databases, and APIs.
• Maintain timely customer updates per SLAs and quality standards.
• Collaborate with developers, product teams, and account managers.
• Document investigations, resolutions, and build knowledge base content.

Conocimientos

Linux administration

Networking

SQL queries

APIs & integrations

Incident management

Troubleshooting

English communication

Remote collaboration

Programming basics

Kubernetes

Educación

Bachelor's degree in Computer Science or Engineering

Herramientas

CentOS/RHEL

Monitoring tools

APIs testing

Descripción del empleo

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer based in Italy.

This is a customer-facing technical support role focused on maintaining the reliability and usability of a cloud-commerce platform serving large service providers, distributors, and managed service providers. You will own customer-impacting incidents from initial investigation through resolution, while keeping customers informed throughout the process. The role combines Linux administration, networking, databases, APIs, troubleshooting, and cloud technologies in a technically diverse environment. You will work closely with developers, product teams, and account managers to resolve complex issues and identify root causes. As part of a remote-first and AI-first organization, you will have opportunities to use modern AI tools to improve troubleshooting, automation, and documentation. The role offers meaningful ownership, continuous learning, and the chance to directly improve customer experience at scale.

Accountabilities

• Own technical support tickets end-to-end, investigating customer-reported incidents, troubleshooting issues, identifying root causes, and delivering effective solutions.
• Provide clear guidance on product functionality, configuration, best practices, and technical processes.
• Diagnose complex issues using Linux administration, system logs, monitoring tools, networking concepts, databases, APIs, and other troubleshooting techniques.
• Manage customer communication and provide timely, accurate updates in accordance with service-level agreements and quality standards.
• Collaborate with developers, product teams, account managers, and other technical stakeholders to resolve issues efficiently and elevate appropriately when required.
• Maintain accurate ticket records, documenting investigation steps, resolutions, and relevant technical information.
• Create and improve technical notes, knowledge-base articles, and troubleshooting documentation to strengthen team knowledge and reduce recurring issues.
• Stay current with the platform, related technologies, support processes, and emerging tools through training and self-directed learning.
• Contribute to operational projects and additional initiatives that improve support effectiveness, customer satisfaction, and team efficiency.
• Explore and apply AI tools where they can improve productivity, automate repetitive work, accelerate troubleshooting, or enhance technical documentation.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, with 3+ years of experience in technical or support engineering.
• Strong hands‑on experience with Linux system administration, particularly CentOS or RHEL environments.
• Practical networking knowledge, including TCP/IP, IP addressing and subnetting, routing, network configuration, and troubleshooting.
• Experience with relational databases such as PostgreSQL, MySQL, or Oracle, including strong SQL skills for query composition and analysis.
• Ability to interpret system logs and use monitoring and troubleshooting tools to identify and diagnose application or infrastructure issues.
• Familiarity with APIs and integrations, including REST, SOAP, JSON, XML, and XML-RPC, as well as authentication standards such as OAuth and SAML.
• Experience working in web hosting or similar infrastructure environments.
• Strong written and verbal English communication skills, with the ability to explain technical issues clearly to customers and collaborate effectively with distributed teams.
• Strong analytical, problem‑solving, prioritization, and incident‑management skills, with the ability to work independently in a remote environment.
• Experience with Java, Python, or C++ is a plus.
• Kubernetes experience is an additional advantage.
• A customer‑focused mindset and willingness to continuously learn new technologies and improve established support practices.

Benefits

• Remote‑first work environment with globally distributed teams.
• Competitive compensation benchmarked against the markets where employees are hired.
• Flexible working arrangements within the core hours required by the team.
• Meaningful ownership of technical work and opportunities to grow into broader responsibilities.
• Professional development and continuous learning opportunities.
• Access to AI tools and encouragement to experiment with practical AI‑driven approaches to everyday work.
• Inclusive, collaborative culture built around trust, respect, customer impact, and skills‑based career growth.
• Support and reasonable accommodations throughout the hiring and employment process where required.
• Full-time employment with opportunities to contribute to a growing global technology organization.