Remote Software Support Engineer with Python - Remote

Description:

• As a member of the Support Team at Zyte, you will be responsible for providing customer support across all our platforms.
• You will work closely with development, sales, and other technical teams to ensure our customers are receiving the best service possible.
• The role involves providing world-class support for Zyte customers by delighting them in every interaction.
• You will investigate and resolve issues while keeping the customer up to date on progress.
• A strong customer focus is essential, with a mindset for preventing future recurrence of issues and advocating for customers to get the best value possible.
• You will demonstrate leadership and the ability to work independently to resolve complex technical issues.
• Sharing ideas, issues, and lessons learned with the rest of the team and the community is important, including constantly updating our Knowledge Base and process documentation.
• Engaging with engineering teams to help resolve issues and propose new features/processes that will improve our products and customer service is a key responsibility.
• You will act as a Subject Matter Expert for existing or new products and advocate for the product, including new product/feature readiness and gathering feedback.
• Assisting developers on the customer side to help troubleshoot their spider code is part of the role.
• You will provide assistance to internal groups in Zyte to troubleshoot issues and make configuration changes.
• Effectively collaborating within the team and with other teams to constantly improve processes and tools for greater efficiency and better customer satisfaction is expected.
• You must be available to participate in the weekend shift, approximately one weekend every month for additional compensation.

Requirements:

• You must have 3+ years of support or equivalent experience in a customer-facing role.
• A solid understanding of Computer Networks (DNS, HTTP, TCP/IP, TLS/SSL) is required.
• You should have fundamental knowledge of web programming and standards (HTML, Javascript, APIs, REST, JSON, Mysql).
• A basic understanding of web applications, client utilities, browserstack, and headless browsers is necessary.
• Familiarity with Linux/UNIX or Mac Terminal command-line and simple scripting is expected.
• A strong grasp of Python to be able to write and debug code is essential, with familiarity in additional languages such as Javascript, Typescript, Java, .net/C#, and Golang preferred.
• Excellent verbal and written English skills are required, along with the ability to articulate a complex system or problem based on the type of audience.
• You should be a strong team player with good analytical and technical writing skills.
• Strong relationship-building skills with a sense of collaboration are important.
• The ability to multi-task and manage multiple priorities and commitments is necessary.

Benefits:

• By joining the Zyte team, you will become part of a self-motivated, progressive, multi-cultural team.
• You will have the freedom and flexibility to work remotely.
• You will get the chance to work with cutting-edge open source technologies and tools.