Customer Support Engineer

Permanent employee, Full-time · Barcelona

Your mission

Customer Support (CS) Engineers are key to Midokura’s success and possess a unique mix of technical savvy, communication skills, and a strong self-drive to help others and to make our products better.

We are looking for a highly motivated individual who is willing to learn new technologies and innovate, has strong analytical, problem-solving and communication skills, as well as the ability to take on multiple responsibilities at once. Must be able to work in a fast-paced environment with globally distributed teams.

You will have a deep understanding of Midokura’s product portfolio and use this understanding to work directly with customers to drive their satisfaction and success.

You will achieve this by a combination of efforts which may be reactive (troubleshooting technical issues and improving our processes for handling them) and proactive (writing customer support documentation, suggesting product improvements based on frontline experience, or educating customers about product technicalities).

Responsibilities
  • Manage communication and expectations with customers effectively, politely and transparently

  • Investigate and analyze technical issues experienced by customers

  • Escalate issues to Midokura’s engineering teams, gather data for their analysis, track their progress and communicate their status to the customer

  • Continuously improve customer support processes

  • Improve our products by contributing documentation and ideas for improvement

Your profile

We believe you will thrive in Midokura if you possess a mix of some of the following skills and experiences:

  • You enjoy and excel at investigating and troubleshooting intricate technical issues

  • You enjoy helping others, both the customers and internal teams

  • You are a good and empathetic communicator

    • You communicate clearly and precisely, and are able to get in your counterpart’s shoes to understand their needs

  • You are proactive and curious, enjoy digging deep into problems until you find an answer

  • You are right at home in a Linux or Unix-like environment

    • The shell is like an extension of your hands

    • You can be thrown into an existing system and you’ll figure out what’s going on inside in a jiffy

  • Shell (Bash and/or others) and Python scripting

  • Network protocol and tool basics (TCP/IP, DNS, TLS, etc.)

  • General Linux toolchain (GNU coreutils, Git, etc.)

  • Docker, Kubernetes and Helm

  • Experience with public cloud providers (Azure, AWS, GCP)

  • Business-level spoken and written English language

  • If applying in Japan: Business-level spoken and written Japanese language (JLPT-N3 or JLPT-2 level desired)

Additional skills and experience as a plus:

  • DevOps experience

  • Core software development skills (C, C++, Java, …)

  • IoT / edge computing experience

  • Machine learning experience (Tensorflow, PyTorch, …)

  • Database administration (PostgreSQL, Cassandra, Redis)

WHAT DO WE OFFER?

  • Permanent contract
  • Competitive salary
  • Very flexible remote work policy: You can choose the days you want to come to our office!
  • Career Plan: biannual performance evaluation.
  • Health insurance full paid by Midokura
  • Transport to the office paid by Midokura
  • Working in our Midohouse: an attractive place located in 22@ District in Barcelona or full-time remote
  • 23 holidays + December 24th and 31st
  • Exchange program: possibility to move to our office in Tokyo
  • The possibility to be part of a senior talented technical team in a fast-growing company
  • Training credits
  • Free coffee, fruit, soda...


Requirements
Based in:

  • Barcelona (Spain)

  • Tokyo (Japan)

  • Remote (Spain or Japan)



About us

MIDOKURA is a Sony Group company that delivers innovative solutions to power the Edge AI revolution in IoT.

We are looking forward to hearing from you!
Thank you for your interest in Midokura.
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