Job Posting for Technical Support at Pinnacle Technical Resources
This role would help offload developers so they can focus on feature developments, and launch support.
They would be the primary support communication handler for requests during business hours.
They would also ensure that all requests are responded to and resolved in a timely manner.
Where possible, they would determine the root cause of bugs or access issues, and suggest appropriate solutions.
They would handle both communications, as well as first-level technical troubleshooting, including, but not limited to:
Logging into production servers to run migrations or cleanup scripts
Review logs to determine root cause or user load paths
Execute Ruby code to troubleshoot access issues
Execute SQL queries to troubleshoot/resolve data mismatches, under the guidance of a developer
Write basic bug fixes in Ruby for obvious situations
Basic Rails application development tasks when support load is light
Track and prioritize customer requests and email queues to ensure timely resolution
Collaborate with team when necessary to handle tasks, or escalate to on-call developer
Provide updates to customers and partners on the progress of outstanding requests
Balance multiple projects and assignments, simultaneously within a fast-paced, ever-changing work environment.
Recommend improvements to the process for managing and fulfilling requests
Self-managing capable in completing priorities, and managing details, with strong analytical and communication skills