Senior Technical Support Engineer

Alohi SA, headquartered in Geneva, Switzerland, brings together a team of highly competent engineers who focus on merging state-of-the-art technologies with compelling user experience to simplify and enhance life for companies and people worldwide. The company provides Sign.Plus (a legally binding electronic signature), Fax.Plus (online faxing), and Scan.Plus (AI-powered mobile scanner) services to over 4,000,000 customers worldwide.

At Alohi, we began our journey with an initial seed investment from Fongit “Fondation Genevoise pour l’Innovation Technologique” which is backed by the state of Geneva. But instead of relying on external funding to fuel our growth, we’ve chosen to bootstrap our way to success. This approach has allowed us to prioritize our customers and build products that truly meet their needs, without being beholden to outside investors. By remaining financially independent, we’ve been able to maintain our autonomy and agility, which have been key factors in our ability to innovate and stay ahead of the curve.

Job Description

We are looking for a Technical Support Engineer to join our dynamic team at Alohi. In this role, you will leverage your technical expertise to help the First Line Technical Support Specialists in providing exceptional support to our customers and internal teams, ensuring the smooth operation of all our products. You will be responsible for handling complex, escalated technical issues, collaborating closely with engineering teams to improve product performance and reliability, and contributing to the continuous development of our support processes.

Responsibilities

• Assist the Customer Support team with in-depth technical cases, ensuring timely and effective solutions
• Lead the resolution of escalated technical issues, using advanced diagnostic techniques to troubleshoot complex problems
• Participate in incident response and post-mortem reviews, helping to strengthen system reliability and service quality
• Collaborate with engineering and product teams to identify and resolve recurring issues, and contribute to long-term product improvements
• Develop and maintain detailed documentation of technical issues, resolutions, and best practices to enhance the knowledge base
• Contribute to product improvement initiatives by providing feedback from customer interactions and troubleshooting insights
• Identify opportunities to implement automations in support workflows, reducing repetitive tasks and streamlining escalation processes
• Partner with internal teams to design and deploy monitoring and alerting solutions for proactive issue detection

• 2+ years of experience in technical support or engineering, preferably in a SaaS or technology company
• Knowledge of Python v3.6+ including asyncio
• Strong expertise in troubleshooting software applications and ability to trace and understand application logic flows
• Familiarity with logging and observability systems
• Solid knowledge of networking concepts, operating systems (Linux, Windows), and database basics
• Ability to write scripts (Python, Bash, etc.) to automate tasks and improve workflows
• Hands-on experience with ticketing and support tools (e.g., Zendesk, JIRA, ServiceNow)
• Excellent communication skills, with the ability to explain technical concepts clearly to non-technical stakeholders