Technical Support Engineer

Zagreb, Croatia

Technical Support Engineer
cvik2x.png Tom Cvitkovic

Head of Talent

sara.png Sara Madjer

HR Specialist

Contact address:

apply@q.agency
Life at Q is anything but boring! We’re on a mission to find the As to the most challenging Qs of today. That makes our everyday lives more fun, our team more cohesive and our daily tasks more exciting. Are you ready for a challenge?

We are looking for a Technical Support Engineer (m/f)  to provide enterprise-level assistance to our customers and internal employees. You will respond to clients inquiries, diagnose and troubleshoot software and hardware problems. Also, you will help with configuration and maintenance of our customers applications and linked hosting accounts. As a helping hand, you will use knowhow of internal development teams. Furthermore, you will support any requests coming from internal colleagues regarding software and hardware equipment. Ultimately, you will be a person of trust. We will rely on you to provide timely and accurate solutions to technical problems.

What is it all about?
  • Diagnose and troubleshoot client technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue within agreed time limits
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their issues are fully resolved after troubleshooting
  • Manage basic web site hosting maintenance activities
  • Manage the company’s equipment and inventory(laptops, monitors, cables, power supplies, printer, TV, chromecast)
  • Manage purchased software licences and manage related accounts (i.e. mail, chat)
  • Onboarding and offboarding employees (i.e. creating, updating, deleting accounts, returning equipment)
  • Help coworkers with hardware and technical equipment
  • Help coworkers with software requests
  • Basic support and monitoring of internal servers and office WiFi network
  • Keep time tracking and manage ticket lifecycle using project management tool
  • Document technical knowledge in internal knowledge base tool
What we expect from you?
  • At least 2 years of experience in same or similar positions
  • Experience with CMS platforms in general
  • Experience with hosting services
  • Experience with WHM and CPanel
  • Experience with GSuit
  • Experience with domain setup (DNS)
  • Experience working in a team environment
  • Experience in working with clients
  • Ability to handle more requests at once
  • Flexibility to adapt to new tools and procedures
  • Experience working with Google Services (Google sheets, Google Docs)
  • Excellent knowledge of English language both written and spoken
  • Great relationship-building skills to effectively support and connect with a diverse and valuable team and clients
  • Excellent communication skills in written and verbal form
And it would be awesome if you… 
  • Have experience with Linux
  • Have experience with networks (firewall, reverse proxy, load balancer)
  • Have experience with cloud environment
  • Have basic experiences with databases (MySQL and PostgreSQL)
  • Have basic experience with HTML, CSS, and Javascript
  • Have basic experience with the WordPress platform
  • Have basic knowledge of networking and web servers
What we offer
  • Work with new technologies in a high-performance environment
  • Diverse projects (from 3-week microservice apps to 6+ month enterprise solutions)
  • 100% paid sick leave
  • Paid health insurance
  • Flexible working hours & remote work
  • Dog-friendly environment
  • Entertainment and relaxation — Table tennis, Table football, PlayStations, Darts, Massage chairs, Cards & Board games
  • Subvention of Multisport card
  • Coffee, IceCream, and Snacks
  • Bike parking
Salary range

Our salaries are based on your experience, level of knowledge & technical interview.

Apply now