Инженер технической поддержки вакансии

Serve as a flexible technical resource CSMs can bring into challenging or recurring account situations that a standard support case isn't built to resolve. Take on short-term, project-based technical engagements for customers without a dedicated TAM.

Provide Tier 1 and Tier 2 support through tickets, chat, email, and remote support sessions. Support macOS, Windows 11, Microsoft 365, Teams, Slack, and Zoom environments.

Act as a trusted deliverability advisor to customers, handling complex cases through to full resolution and leading customer calls when a conversation needs it. Work through highly technical issues with Engineering, taking ownership of the investigation first and sharing trends from customer cases with Product and Engineering.

Обработка входящих обращений через онлайн-каналы связи. Консультирование клиентов по рабочим вопросам.

Обработка входящих сообщений в онлайн-чатах и мессенджерах. Предоставление клиентам информации по стандартным вопросам.

- Обеспечение L2 технической поддержки в нерабочее время для корпоративных видеопотоков и рабочих процессов кодирования. - Управление жизненным циклом инцидентов от начала до конца: триаж, регистрация тикетов, глубокий анализ первопричин (RCA), внедрение обходных решений и разрешение проблем в рамках строгих SLA-целей.

Разбирать проблемы, которые приходят из поддержки, внутренних каналов команды, обращений клиентов и чата фотографов. Замечать проблемы в каналах самому, не дожидаясь, пока попросят.

Location: San Francisco, California Workplace: Hybrid ABOUT SENTRY Software runs the world and the pace is faster than ever. Sentry helps developers fix errors and performance issues before users notice, so teams can spend less time firefighting and more time building. Trusted by 200,000+ organizations, Sentry is today’s application monitoring standard and our team is building its AI-native future. ABOUT THE ROLE At Sentry, Support is an engineering discipline. Our customers are developers, and they expect answers from people who can read their stack trace, open the SDK source, and tell them what's actually wrong. We're hiring a Senior Manager to lead Support Engineering. You'll run the team that handles everything from a single developer's SDK question to a production incident at one of our largest enterprise customers. You'll also help drive how we use AI in support: what systems are used, how they best help customers, enable the teams, and how we know the answers they give are right and forward looking. This is a hands-on leadership role. You'll manage people, set the support strategy, get face to face time with customers, while also getting into tickets when it matters. IN THIS ROLE YOU WILL Lead and grow the team - Manage and coach a team of Technical Support Engineers - Set clear expectations for technical depth, response quality, and ownership, and give direct feedback - Design a coverage model that works across time zones, including on-call and escalation paths - Build career paths for Support Engineers who want to go deeper technically, move into management, or move into different teams and practices Own support outcomes - Own and report the team's core metrics: CX, time to resolution, escalation rate, and more - Use support conversations as a signal: find the top drivers of tickets and get them fixed in the product, the docs, internal operations, or the SDKs, not just answered faster Run AI-assisted support - Own the roadmap for our support agents: which request types they handle, what context they need, and when they hand off to a person - Set the quality bar for agent answers and the process for catching incomplete ones - Decide where automation is worth building and where it isn't, based on data Handle escalations and partner across Sentry - Run the escalation process with Engineering: make sure bugs reach the right team with a reproduction and clear impact, and that customers hear back - Be the support lead on high-stakes enterprise issues, working with Customer Success, Solutions Engineering, and Sales - Bring a clear picture of customer pain to Product and Engineering, backed by numbers YOU'LL LOVE THIS JOB IF YOU - Think great support is an engineering problem, not a staffing problem - Want to build the team and the systems at the same time - Can debug a tricky SDK issue yourself and also explain to a VP why their incident took four hours - Would rather fix the cause of 200 tickets than answer them faster - Have strong opinions on where AI helps in support and where it makes things worse, and be willing to discuss this at length. QUALIFICATIONS - 8+ years in technical support, support engineering, or software engineering at a SaaS or developer tools company - 3+ years managing technical support engineers, including hiring and growing a team - Technically credible with senior engineers: comfortable reading code in at least a few of Python, JavaScript/TypeScript, Java, or Ruby, and debugging across frontend, backend, and infrastructure - Solid understanding of distributed systems, APIs, and how observability tools (errors, tracing, logs) fit into them - Hands-on experience running AI or automation in a support org, and a clear view of its failure modes - Track record of using support data to drive product and process changes - Clear, direct written communication with customers, executives, and engineers Bonus - Experience at a developer tools or observability company - Former software engineer - Managed a team spread across multiple time zones - Open source contributor or maintainer The base salary range (or hourly wage range, if applicable) that Sentry reasonably expects to pay for this position is $160,000 to $180,000. A successful candidate’s actual base salary (or hourly wage) amount will be determined by a variety of relevant factors including, without limitation, the candidate’s work location, education, work and other relevant experience, skills, and job-related knowledge. A successful candidate will be eligible to participate in Sentry’s employee benefit plans/programs applicable to the candidate’s position (including incentive compensation, equity grants, paid time off, and group health insurance coverage). See Sentry Benefits https://sentry.io/careers/ for more details about the Company’s benefit plans/programs. EQUAL OPPORTUNITY AT SENTRY Sentry is committed to providing equal employment opportunities to its employees and candidates for employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other legally-protected characteristic. This commitment includes the provision of reasonable accommodations to employees and candidates for employment with physical or mental disabilities who require such accommodations in order to (a) perform the essential functions of their jobs, or (b) seek employment with Sentry. We strive to build a diverse team, with an inclusive culture where every teammate can thrive. Sentry is an open-source company because we believe that everyone, everywhere, should have the ability and tools to make great software. Software should be accessible. That starts with making our industry accessible. If you need assistance or an accommodation due to a disability, you may contact us at accommodations@sentry.io. Want to learn more about how Sentry handles applicant data? Get the details in our Applicant Privacy Policy https://sentry.io/careers/applicantprivacy/.

Perplexity is looking for a Senior Support Specialist Desktop to troubleshoot desktop browser issues and help users maximize platform value.

Задачи: — техническая поддержка, настройка и сопровождение проектов в Jira в крупных компаниях — работа с заказчиками, разработчиками и тестировщиками: обработка поступающих запросов, уточнение необходимой информации, сопровождение задач — настройка Jira и используемых плагинов, перенос настроек и доработок между средами разработки и тестирования Требования: — опыт технической поддержки, настройки и сопровождения проектов в Jira в крупных компаниях — опыт работы с заказчиками, разработчиками и тестировщиками — опыт настройки Jira и плагинов, включая перенос настроек между средами — практический опыт работы с плагинами ScriptRunner, Structure и BigPicture — знание Jira и Confluence — владение SQL на базовом уровне — понимание принципов построения реляционных баз данных — самостоятельность, коммуникабельность, умение структурировать и корректно интерпретировать информацию Будет плюсом: — опыт применения BPMN, UML Sequence Diagram Условия: — полная занятость — формат работы: можно удалённо

- Own shift and inbox performance, ensuring efficient workload distribution, timely responses, effective prioritisation, and consistent support quality. - Monitor frontline operations, review complex cases, shift handovers, unresolved issues, and recurring mistakes.

Обязанности Установка, подключение ПК, ноубуков и оргтехники; Инсталляция и настройка операционной системы, офисных приложений программного обеспечения общего назначения;

Опыт восстановления ОС Windows без потери данных. Знание железа новейших составляющих ПК (Процессоры, материнские платы, видеокарты, принтеры и прочее).

Задачи: — сопровождение и настройка интеграций с PSP — мониторинг стабильности платежной инфраструктуры — работа с инцидентами и координация их решения — взаимодействие с партнерами и внутренними командами Требования: — опыт с PSP/платежными шлюзами от 1 года — базовое понимание API, логики запросов/ответов — опыт работы с логами и технической документацией — английский B2+ Условия: — техника — компенсации (спорт, психолог, языки, обучение) — медицинская страховка.

— Удалённая поддержка: диагностика Windows/macOS, ПО и сети; — Настройка рабочих мест, почты, VPN и RDP;

- Управление командой, найм и обучение сотрудников; - Контроль KPI/SLA и оптимизация процессов;

🌸Обслуживание офисного помещения и пользователей в нём (250+ рабочих мест). 🌸Обслуживание серверных.

Прием, регистрация и обработка обращений от клиентов Товарищества. Составление отчетов.