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Technical Support Analyst @

3 weeks ago

Remote Katowice Gliwice Gdańsk Kraków Rzeszów, Czech Republic Hyland Full time
  • Associate's degree or equivalent experience
  • Fluent in English
  • At least 2 years of experience in Technical Support or Software Development
  • Ability to learn with an interest and aptitude for technology
  • Familiarity with .NET programming or equivalent language experience
  • Ability to work through a problem effectively and provide a solution
  • Ability to work in a flexible and fast-paced environment
  • Ability to effectively communicate technical concepts both in writing and verbally
  • Ability to provide customer service and demonstrate strong follow-through
  • Solid technical background in development:
    • Java
    • JavaScript: Nuxeo uses the Polymer framework
    • Database: MongoDB and/or PostgreSQL (Oracle and MS SQL Server)
    • Docker and Kubernetes technologies
    • Metrics analysis
    • Cloud environment: mainly AWS (certification in Azure or GCP is desirable)
    • DataDog experience is desirable
  • Good at communicating complex ideas and reaching out to different points of view
  • Comfortable at joining a call with a customer to investigate
  • Participating in the after hours on-call rotation.  This may include late night or weekend availability.  During the on-call hours you are paid regardless if any customer issues are handled or not.
  • A service-oriented mindset
  • Strong analytical and problem-solving skills
  • Strong attention to detail and extremely well-organized
  • Positive can-do attitude
  • Ability to work well with teams

Hyland Software is widely known as a great company to work for and a great company to do business with. Being a leader in providing software solution for managing content, processes and cases for organizations across the globe we enabled more than 20,000 organizations to digitalize their workplaces and transform their operations.

We are truly thrilled to develop our R&D Center in Katowice, heart of Silesia region and enlarge Hyland across the globe We hope to spread our #hylandlife philosophy here, create a vibrant culture where employees can feel connected to each other regardless of their work location and where positive work environment is defined by employees' happiness, health and engagement.

Currently we are looking for Junior FullStack Developer to join our Cloud Engineering team

Hyland's Offering

We're proud of our culture and take employee engagement seriously. By listening to employees' feedback, we're able to provide meaningful benefits and programs to our workforce.

  • Learning & Development- development budget (used for certifications, conferences ect.), tuition assistance program, 4,000+ self-paced online courses, instructor-led webinars, mentorship programs, structured on-boarding experience full of trainings, dedicated Learning & Development department supporting our employees
  • R&D focus – cutting edge technologies, constant modernization efforts, dynamic and innovative environment, dedicated R&D Education Services department to help you grow
  • Work-life balance culture– flexible work environment and working hours (we are working in task-based system), possibility to work from home, we value trust and we believe efficiency does not depend on your actual location, however we would like to spend time together in the office
  • Well-being- private medical healthcare, life insurance, gym reimbursement, psychologist & dietician consultation, wellness manager care, constant wellbeing programs
  • Community Engagement– Volunteer time off (24h/year), Hylanders for Hylanders relief found, Mission fit giving, Dolars-for-doers matching gift programs
  • Diversity & Inclusion– employee resource groups, inclusion benefits and policies
  • Niceties & Events– culture & outings budgets, snacks and beverages, employee referral program, Christmas, birthday, baby gifts, constant incentives and employee programs

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

,[Troubleshoot and resolve basic API issues utilizing company systems, tools and support processes with assistance and direct oversight from team members, Be accountable for customer requests; maintain ownership of requests and follow through consistently with resolution, Provide regular and frequent communication to customer; ensure customer is fully aware as to the status of the issue, Compose internal documentation that would fully reflect all activity related to resolution of API support request, Assisting customers in troubleshooting problems, diagnosing issues with software installation and application, identifying root-cause and offering solutions., Auditing and debugging source code to guide clients in configuring and customizing the Nuxeo platform to suit individual and progressive needs., Interacting with clients via out ticketing system, phone, video conference, email, or chat to ensure their issues are resolved in a timely manner, escalating issues as appropriate., Partnering with internal technical teams (product management, engineering, dev ops, and cloud ops) to resolve problems with configuration/code, software bugs, performance, and system failures., Documenting the knowledge base of recurring issues., Taking part in improving the documentation (after the customers' feedback) and/or fixing bugs (to expedite the resolution of customers' issues and to avoid waiting for too long that the Dev team provides a fix)] Requirements: AWS, .NET, Java, JavaScript, MongoDB, PostgreSQL, Docker, Kubernetes, DataDog Tools: . Additionally: Private healthcare, Conference budget, Work-life balance, Employee referral bonus, Flexible working hours, Webinars, Life insurance, Multisport card, Tuition Assistance Program, 5 additional days off, 24h Volunteer Time Off, International projects, Gym, Free snacks, Free coffee, Bike parking, Playroom, Shower, Free beverages, Free lunch, Free parking, Modern office, No dress code.