Support Engineer Level 1

About Astound Digital

At Astound Digital, we are pioneers in the digital landscape, dedicated to transforming how the world interacts with technology, data, and creativity. Our role as trusted advisors in the digital landscape empowers the world's most innovative brands with frictionless, end-to-end customer experiences. We are known for our comprehensive solutions, proven expertise, and collaborative, nimble approach that instills confidence in our clients. Join us to navigate and lead in the ever-changing digital world, where your impact will extend beyond the ordinary.

Job Purpose

Help Desk Engineer Associate is responsible for supporting our clients' e-commerce solutions and ensuring effective system monitoring. In this role, you will respond to client requests, manage support tickets, and maintain smooth communication with internal teams. You will play a key role in resolving technical issues and escalating concerns when necessary.

In this role you will get to

• Proactively monitor customers' e-commerce solutions and internal infrastructure using company-wide monitoring tools.
• Respond to monitoring events, internal and external user requests, following SLA guidelines and ticket priorities.
• Acknowledge, investigate, and resolve incidents or escalate them to appropriate teams (next-level support, development, third-party vendors).
• Analyze performance degradation, application errors, scheduled job failures, and service availability issues using internally documented Runbooks.
• Communicate with internal users via Slack for support and coordination.
• Maintain and update the support team's knowledge base and procedures in Confluence.
• Grant and manage access to internal tools, including Atlassian, Git, Bitbucket, Slack, VPN, Salesforce products, and GSuite.

Your skills and qualifications

• 2+ years of similar experience in customer support/help desk roles.
• Basic administration skills for Unix-based and Windows-based systems.
• General knowledge of SQL and network administration.
• Intermediate English proficiency (minimum).
• Strong communication skills (both verbal and written).
• Excellent time management and ability to handle requests efficiently.
• Strong problem-solving and troubleshooting abilities.

Good to have

• Experience with monitoring system operations (Zabbix, NewRelic, Kibana, Grafana).
• Experience with JIRA/Confluence, ServiceNow, or similar ticketing systems.
• Practical experience with Salesforce Clouds.
• Familiarity with relational databases (MySQL, Oracle, DB2).
• Hands-on experience in Linux command line operations.
• Scripting skills in Bash, Python.
• Previous experience working in shift schedules, including night shifts.

What we offer in return

• Work with people around the globe
• Off-the-Charts Career Growth: Сlear career path and a performance review system, career coaching, training and certifications, mentoring and knowledge sharing.
• Well-being Is Top Priority: Parental leave, paid time off, comprehensive health and medical plans.
• Real Work-Life Balance: Remote, in-office, or hybrid working modes; flexible hours; work-life balance support on every stage and level.
• Culture of Success: Culture of collaboration that encourages innovation every step of the way; 20 offices spanning four continents bring diverse perspectives that drive tangible results for our clients worldwide

Why work for Astound Digital?

Whether you're working directly with our world-renowned clients or with your Astound colleagues from around the globe, you will shape the future of digital commerce, using emerging technologies and innovative approaches.

Grow your career with Astound Digital and discover exciting opportunities while doing the work you love