Technical Support Engineer

15 hours, 30 minutes ago
Senior
Customer and Technical Support
Assima

Assima

Assima offers an advanced interactive systems training platform that creates engaging simulations to enhance user experience and efficiency, ultimately driving user adoption and maximizing return on investment for organizations.

Diversified Consumer Services
51-250
Founded 2002

Description

  • Provide expert-level support for Assima’s cloud-based platform hosted on AWS and Azure.
  • Manage and support large-scale deployments across enterprise environments.
  • Collaborate with the consulting team to ensure a smooth handover from implementation to support.
  • Analyze, troubleshoot, and resolve product issues while meeting defined SLA response times.
  • Review and validate HTML and XML templates based on client requirements.
  • Meet with clients to resolve technical issues and propose interim solutions when needed.
  • Support and optimize internal IT systems and AWS environments.
  • Participate in weekly meetings with R&D to review product updates and bug fixes.
  • Conduct regression and functionality testing on new software builds.
  • Review application logs, CloudWatch metrics, and error messages to identify root causes.
  • Recommend and implement infrastructure improvements using AWS best practices.
  • Contribute to internal documentation and the technical knowledge base.

Requirements

  • Previous experience in technical support or software support, ideally in a SaaS or cloud-based environment.
  • Proficiency with AWS services, AWS CLI, and AWS management tools; AWS certifications are a plus.
  • Strong troubleshooting skills in web environments, including HTML, XML, and browser developer tools.
  • Complete fluency in English.
  • High sense of ownership and urgency in managing client issues.
  • Excellent communication, documentation, and organizational skills.
  • Familiarity with software QA, testing methodologies, and version control tools.
  • Experience working with cloud-based solutions and enterprise clients is preferred.
  • Knowledge of AWS services such as EC2, S3, RDS, Lambda, and CloudWatch is preferred.

Interested in this position?

Apply directly on the company website

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