Technical Support Specialist

Vadym Nagirniak
Vadym Nagirniak
Recruitment Partner

Location:

Remote, Ukraine | Anywhere, Worldwide

About our client

At Portside (portside.aero), we are developing a modern, cloud-based operating system for business aviation: a set of integrated solutions addressing major industry pain points. Our platform supports over 150 operators of business jet, helicopter, medevac and government fleets, as well as fractional jet ownership programs, charter brokers and others in the business aviation industry. We are based in San Francisco with a fully remote team spread across the US, Europe and Asia. Our founding team comes from Y Combinator, Harvard, Berkeley, Bain & Co. and has prior experience building successful companies. We are profitable, fast growing, well financed and are on a mission to digitize the business aviation industry.

We are looking for a Technical Support Specialist to join our product and customer success teams. The position is fully remote (anywhere in the European time zone).

Responsible:

  • learn and become an expert on one of our products (features, configuration, business logic, data imports, etc.)
  • provide support for our customer success and product teams in reproducing, investigating, and troubleshooting various reported issues
  • communicate with clients and vendors on gathering additional information necessary to troubleshoot the problem or to request enhancements in vendor APIs
  • provide quick and accurate answers to customers on technical & product issues
  • organize and track all reported issues to a resolution; follow up with product and engineering on issues that require development; provide regular status updates
  • proactively monitor data imports, logging and monitoring tools; review errors and exceptions; monitor application performance metrics; drive implementation of new logging and monitoring tools and the adoption of new metrics
  • develop, design and propose solutions to address technical and business needs of our customers (e.g., workarounds for product issues and additional features)

We expect you to have:

We value curiosity, ability to learn quickly, smarts and determination over specific tangible skills. Knowing how to get to an answer is as valuable as knowing the answer. If you see a requirement on this list that you are not familiar with, but you know that you can figure it out quickly based on your existing skills and experience, talk to us:

  • a few years of experience in a technical support or QA role; experience supporting complex B2B or enterprise applications is a plus
  • analytical mindset & excellent problem-solving skills
  • ability to communicate in English with customers, vendors, product and engineering
  • API testing experience using tools like Postman: a lot of the technical support work involves resolving integration and data import issues; know how to read a JSON
  • experience working with logs and monitoring tools, such as Sentry, LogRocket, Grafana, Kibana, etc.
  • SQL knowledge, to be able to write (relatively simple) database queries
  • proficiency with Chrome developer tools and Excel
  • highly organized with strong attention to detail

What we offer:

  • a rapidly growing product company with a globally diversified and stable customer base
  • a fully remote position; work anywhere in the European or US time zone
  • a modern technology stack and a friendly and professional team
  • competitive compensation in the top 25% for any given market, position, experience and qualifications
  • stock option plan participation, with vesting that begins on day one
  • 2 team events per year organized by the company (next one in Istanbul in May 2022)
  • 20 paid vacation days + sick days + all official holidays in your location
  • company laptop
  • English class reimbursement

We look forward to hearing from you! :)