Senior Technical Support Engineer

Who you are: As a Senior Technical Support Engineer, you are a seasoned professional who thrives in a dynamic and challenging technical support environment. You possess a deep understanding of complex technical systems, coupled with exceptional problem-solving skills that allow you to resolve intricate technical issues efficiently What you’ll be doing: Providing high-quality technical support to Invictis' customers Delivering technical solutions to both technical and non-technical end users via phone, our support system, and other channels as needed Resolving and taking full ownership of reported customer issues by means of research, diagnosis, troubleshooting, and identifying solutions Remotely connecting to customers’ installations to troubleshoot technical difficulties Evaluating deeper insights into the challenges faced by customers by reviewing product log files Escalating unresolved support tickets to tier 2 support Providing prompt and accurate feedback to customers Ensuring proper documentation and resolution of all technical inquiries Collaborating with the Invicti sales team, resellers, and distributors with technical queries Proposing new technical content to be shared within Invicti’s social media articles, blog postings, and other means of communication to our customer base What You'll Need: 3+ years of proven and successful working experience within technical support, IT support, or technical engineering Excellent interpersonal skills Strong ability to communicate in English, both written and verbal Expertise of Windows and general desktop support issues Detailed knowledge of HTTP protocol Basic TCP/IP and other networking concepts Familiarity with network tools such as Fiddler and Wireshark Understanding of basic web development, HTML, CSS, JS, and SQL Comprehension of basic security topics such as XSS and SQL Injection An ability to work remotely as part of a virtual team Strong written and verbal English communication skills Excellent organizational and time management skills along with great attention to detail This role is on shift rotation basis Why Invicti? Your Health & Wellness Matters: Employee Assistance Program: Emotional Support Counseling services 24/7. Life Coaching, Dependent Care, Elder Care,Financial & Legal Support, Wellness Coaching, New Parent Support and more Family Leave: Paid leave as per the law in Czech for birthing parent recovery. 4 week paid leave for non-birthing/bonding parent We value Adult/ Life Balance: Excellent working Options : Work from home or join us in our Malta/Brno Office, whichever works best for you! Quarterly Thrive-Wellness Days: One extra vacation day per quarter where the entire company takes a break from normal, daily activities to refresh and rejuvenate Volunteerism Time Off: 5 days of paid time off each year to participate in the volunteer activities of your choice Paid Birthday Off: Take your birthday off to celebrate you! Mobile Allowance Benefit: This allowance will be provided to ensure you have support for work-related communication and tasks We Value You: Employee Recognition: Ongoing recognition & rewards . A Culture that emphasizes personal and professional growth At Invicti, we embrace diversity and individuality in all forms. Discrimination has no place here - regardless of race, religion, gender, age, ability, sexual orientation, or any other aspect that makes you unique. We're all about creating a space where everyone feels valued and included. So come as you are and join us in shaping the future of our industry.