Support Engineer (Russian Speaker)

technically savvy rock star who understands the value of being customer-oriented, and someone who can actively deliver exceptional support services to our customer base.
The right candidate should be a natural problem-solver and a strong communicator with product support experience. He/She will work in close collaboration with  R&D, Customer Success and Product Teams. He/She will be actively engaged in cross department projects and strongly influence the product’s evolution by providing viable feedback to advance the future of our product development.
What you’ll do  
Take end-to-end ownership of customers’ technical product issues, including initial troubleshooting, identification of root cause, and issue resolution and communication.  
Serve as point of contact on customers’ product escalations and ensure customer issues are resolved meticulously.   
Work with  R&D and product teams on escalations and product enhancement requests.  
Enrich our client Knowledge Base with relevant technical information.  
Create and lead support improvement processes across the company.  
Provide product feedback and insights to the business and R&D teams.  
Manage various internal projects, such as: training, ensuring support readiness for new feature releases, etc.  
Being a technical advocate for select VIP customers, working closely with the customer success and business teams.
What you have  
Fluent Russian, including reading and writing  
Passion for solving customer issues in a fast paced environment   
3+ years of experience with technical product-related support/ QA / data analysis/ development/ technical account management  
Experience in SQL querying and managing data  
Structured and process-oriented  
Ability to learn new technologies quickly  
Multitasking and ability to work independently