Technical Support Engineer (lvl2)

Doumo is a product team with a strong engineering culture. We build a SaaS platform — all-in-one tool that helps our clients develop their businesses around the world.

Our platform allows small and medium-sized businesses dealing with taxes, finance and accounting, to automate workflows. Using our platform, companies can manage internal tasks, as well as communicate with their customers, exchanging messages and documents, invoicing and accepting payments.

Our platform is implemented in web, desktop and mobile versions, which allows you to use it on any device.

We are seeking for a talented and experienced Middle/Senior Technical Support Specialist (SL2) for taking part in supporting development of our product.

About the team:

• Our owners are located in the USA, Sales & Support teams from around the world;
• Technical team — 200+ people: developers, QA engineers, designers, technical support engineers, devops engineers and product managers;
• Marketing — multinational team of 15+ members

Responsibilities

• Provide on-site customer support (setting up custom domains and landing pages),
• Manage tickets coming from our clients and SL1,
• Conduct bugs investigation and manual testing of the product if necessary,
• Help clients with creating and managing simple websites,
• Build integration scenarios,
• Logs analysis,
• Communicate with the first line of support and developers (in cases where it is not possible to resolve a ticket by yourself)
• Evening shifts 2-3 times a week

Our expectations

• Experience in a similar position of 2 years or more,
• Conversational English at Upper-intermediate level and above (you will sometimes join calls with clients),
• Basic knowledge of HTML and CSS,
• Basic technical knowledge of how the web works,
• Ability to create step-by-step instructions,
• Experience with website builder is desirable,
• Excellent communication skills,
• Log reading skills would be a big advantage.

Benefits of working with us:

• We see the final result of our work and regularly receive feedback from users;
• We make a product that really helps people make life easier;
• Our owners are committed to product development and clearly understand what the market needs, having led the #1 online tax filing company in the US for 10+ years;
• We have a comfortable workflow, a strong team and no bureaucracy;
• We pay for participation in conferences and programs of additional professional education;
• We provide hardware and software;
• We participate in the payment of co-working spaces and English courses;
• We constantly improve our processes so that our team is as comfortable as possible