Technical Support Engineer.

Who we are:

Adaptiq is a technology hub specializing in building, scaling, and supporting R&D teams for high-end, fast-growing product companies in a wide range of industries.

About the Product: 

Bringg is a cutting-edge delivery and logistics management platform designed to streamline last-mile operations for businesses across various industries. It provides powerful tools to optimize fleet management, delivery scheduling, route planning, and real-time tracking, ensuring efficient and timely deliveries. The platform integrates with various third-party logistics providers and offers full visibility into delivery workflows, helping companies reduce operational costs and improve customer experience.

About the Role: 

As a Bringg Technical Support Engineer, you will be the first point of contact for enterprise-level customers and partners. In this role, you will be responsible for addressing a wide range of issues and requests. Following Bringg’s Local Bringg Support training program, which covers infrastructure, product knowledge, configuration, analytics, and Backend troubleshooting, you will utilize diagnostic and utility tools to query PostgreSQL databases, debug API traffic and server operations via Kibana, and analyze client and browser logs. These diagnostics are frequently beyond the reach of the client company’s admins who call to request assistance.

Key Responsibilities: 

• Communicate with customers and partners over email;
• Triage inbound Support tickets by categorizing them according to predefined requirements;
• Manage and resolve Tier 1 Tickets. Escalate Tier 2 tickets to the Tier 2 team;
• Capture and log all client and troubleshooting details in Zendesk;
• Investigate and where required, document validated issues or product enhancement requests including relevant logs in JIRA;
• Liaise with other Bringg Support teams (as well as Customer Success, Product, and R&D) to facilitate resolution in line with the severity and impact of the support scenario. This could be via Zoom or Slack;
• Ensure compliance with external regulations and internal policies and procedures;
• Meet individual, team, and company objectives in line with agreed KPIs;
• Identify and escalate priority issues to the supervisor.

Required Competence and Skills:

• 1+ year of experience in Customer Support / Technical Support role for an enterprise-level SaaS product;
• Excellent written and spoken English language skills;
• Proficient with a client-facing role;
• Working knowledge of networking/IT principles (TCP/IP, DNS) and web (HTTP/HTTPS) protocols is required;
• Comfortable with APIs and knowledgeable about the various types (REST, SOAP), authentications patterns, different Gateways;
• Experience with information systems and technologies (e.g. data management, databases, SQL, etc.);
• Ability to adhere to processes and procedures;
• Prioritization skills and capability to make high-impact decisions while multitasking;
• Excellent communication skills and understanding and documenting technical details;
• Good ability to identify and apply documented solutions and fixes;
• Interpersonal skills and character to build trust and maintain credibility;
• Able to work with non-technical and technical customers alike;
• Excellent skills in customer service and support procedures.

Nice to have skills:

• Written/spoken Spanish/Portuguese/French.

Availability:

• Full-time position. Typically 8-hour shifts 5 days a week including a rotation of day, evening, and weekend coverage, with a dedicated week of night shifts approximately every 3.5 months;
• Flexibility and availability to help maintain our 24/7 Helpdesk coverage commitments and customer SLAs. This is particularly important during peak US and LATAM business hours.

Why Us?

We utilize a remote working model, providing a powerful workstation and co-working space of your choice in case you need it.

We offer a highly competitive package.

We provide 20 days of vacation leave per calendar year (plus official national holidays of a country you are based in)

We prioritize the professional growth and well-being of our team members. Hence, we organize various social events throughout the year to foster connections and promote wellness.