Product Support Engineer

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About the company

Rein-Ton is seeking a Product Support Engineer to join their team. This role offers an opportunity to work remotely and engage in technical support activities.

Role overview

This position involves providing mentoring and advanced technical support at a Tier 2 level, managing and resolving complex issues, and collaborating with engineering teams.

Responsibilities

1. Mentoring less experienced team members.
2. Managing, triaging, and investigating technical issues.
3. Supporting reporting and escalation processes.
4. Collaborating with engineering to understand and resolve issues.
5. Participating in client and partner calls.
6. Creating reports and action plans.
7. Owning problems to resolution and supporting high-impact issues.

Qualifications

• 4+ years in 2nd or 3rd level support for web-based applications.
• Residency in the EU/UK with right to work.
• Deep knowledge of web platforms/SAAS and APIs.
• Strong analytical, communication, and presentation skills.
• Experience with ITIL, JIRA, Azure DevOps, Confluence, and ticketing systems.
• Experience with network logs and ERP systems is advantageous.

Additional details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Location: Remote (UK/EU)

Note: The original description included extraneous details about other roles and location listings that are not directly relevant to this specific job posting. The refined version focuses solely on the Product Support Engineer role at Rein-Ton, emphasizing clarity and relevance.

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