Technical Solutions Engineer (Infra focused)
Job Details
About the Company
With operational hubs scattered across Europe, Asia, and LATAM, and its headquarters situated in San Francisco, US, the company boasts a workforce of over 1,000 adept professionals. Spanning across more than 20 countries, ALLSTARSIT offers a diverse range of skilled employees across various verticals, including AI, cybersecurity, healthcare, fintech, telecom, media, and so on.
About the Project
About Client:
Our client is a Business Intelligence platform enabling customers to connect multiple data sources (e.g., Excel, SQL) into a unified environment, build interactive dashboards, apply formulas, and customize via plugins, scripts, and embedding. The product supports both SaaS and on-prem deployments. Support is organized into 4 pods: Analytics, DevEx, Data, and Infra.
About Role and Team:
Our Technical Solutions team spans the globe and uses the SWARM model for our tools, processes, and organizationalstructure. This shift focuses on driving a collaborative, rewarding environment that measures value creation and team playing.Our team is aligned directly with our Product and Engineering teams through a robust Subject Matter Expert program. We are employing best-in-breed tools along with processes co-authored or directly influenced by our team. We believe in the power of great customer experience, and the happiest customers are made by having the happiest team helping them.
Specialization
Headquarters
Years on the market
Team size and structure
Current technology stack
Required skills:
- Proven experience in B2B customer support, supporting software platforms or technical products in a customer-facing environment
- Strong proficiency in Linux/Unix environments, including CLI navigation, file management, and log analysis for troubleshooting
- Solid understanding of networking fundamentals, including the OSI model and protocols such as TCP/IP, DNS, and HTTP/HTTPS
- Foundational knowledge of containerization and orchestration technologies (e.g., Docker, Kubernetes)
- Familiarity with cloud and infrastructure models, including Cloud, On-premise, and Hybrid environments
- Understanding of ITIL principles and production service standards, including SLAs, SLOs, and SLIs
- Strong communication skills, with the ability to clearly explain complex technical issues to stakeholders
Nice to have:
- Hands-on experience with Kubernetes (deploying and managing resources)
- Basic proficiency in scripting (e.g., Bash, Python)
Soft Skills and Competencies:
- Strong analytical and problem-solving mindset with a data-driven approach
- High attention to detail with the ability to prioritize, multitask, and meet deadlines
- Ability to work effectively both independently and as part of a team
- Proactive attitude with a strong focus on customer support and service
- Motivation to learn, grow, and contribute to a collaborative environment
- Excellent English communication skills (written and spoken)
- Strong customer empathy and ability to adapt communication style accordingly
- Ability to set clear expectations and consistently meet agreed timelines
Scope of work:
- You will handle customer questions and issues by combining business acumen with technical assessment skills. You will perform troubleshooting of issues both through the our UI and the terminal
- You will work closely with Senior team members to develop your skills and technical expertise within specific areas of the product, with ongoing opportunities to grow
- You will partner with Customer Success Managers, Technical Account Managers, and Product to recognize trends in customer feedback and translate customer needs into a better overall product.
Working hours and shifts:
This role is dedicated to supporting our APAC region. For colleagues based in Brazil, the standard working hours are 6:00 PM to 3:00 AM (BRT) to ensure seamless collaboration with our global teams and clients
Why ALLSTARSIT?
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