Technical Support Engineer Job In Dublin

Technical Support Engineer role requires expertise in researching and resolving complex platform-related issues, providing hands-on troubleshooting, and feature explanation to drive customer success with Mule Soft products.

Mule Soft's Customer Support team is seeking dedicated individuals with a passion for researching sophisticated technologies and a track record of high customer satisfaction to help drive customer success.

Key Responsibilities:

• Take ownership of customer issues through to resolution, including troubleshooting, internal communication, and providing meaningful feedback.
• Liaise and work closely with internal teams on escalated technical issues and product roadmap changes/new features.
• Provide feature explanation and implementation standard methodologies.
• Create knowledge base materials dedicated to operational efficiency while empowering and enabling the developer community.
• Respond promptly and optimally to technical support requests from clients regarding integration API-related issues.
• Diagnose and troubleshoot technical issues, offering timely and accurate solutions to ensure minimal disruption to clients' operations.
• Collaborate closely with multi-functional teams, including developers and operations, to resolve complex integration challenges.
• Document and track support cases, solutions, and interactions in our support systems to maintain accurate records.
• Escalate critical issues to development teams when necessary, ensuring timely resolution.

Requirements:

• Excellent written and verbal communication skills.
• Proven analysis, troubleshooting, and problem-solving skills.
• Ability to effectively prioritize and escalate customer issues.
• Fluency in Portuguese in addition to English.
• Proven experience in a Technical Support environment.
• Strong understanding of REST and SOAP web-based services, with a solid understanding of WSDL interpretation, generation, and consumption.
• Experience troubleshooting Internet technologies: HTTP, firewalls, web servers, proxy servers, etc.
• In-depth knowledge of database concepts and data management (RDBMS) and SQL.

Preferred Requirements:

• Experience in Application Support including middleware/networking knowledge.
• Knowledge of multi-tenant, grid, parallel, or distributed computing architectures.
• Knowledge and troubleshooting experience with at least one programming language, such as Java,.NET, or PHP.