Support Intern (IEFP Internship)

We are looking for a 2nd Line Support Intern who will play a key role in developing and maintaining a strong customer perception of support quality, bringing customer and support feedback into the product, and troubleshooting/solving bugs and complex issues.

Codacy users reach out to the Support team for all general and product-related questions. You will help troubleshoot and solve technical issues while ensuring that the team drives smooth adoption of Codacy.

What will be your day-to-day?

• Replicate, troubleshoot, and solve technical issues together with customer-facing teams;
• Debug our product, identify issues in our codebase, and solve them with the support of our engineering team;
• Escalate issues to product and engineering teams, and collaborate in triaging and prioritizing new features;
• Identify recurring technical issues and contribute to improvements in internal and customer-facing documentation;
• Help team members stay up to date on product knowledge and answer their technical questions;
• Suggest and implement process improvements to enhance the support workflow.

Requirements:

• Eligible for IEFP Internship (Estágios +Talento);
• Bachelor’s degree;
• Availability for at least 6 months.

What skills are needed?

• Ability to debug, triage, and solve technical issues while documenting all steps along the way;
• Understanding of at least one Object-Oriented Programming language, with the ability to debug code;
• Experience with Git;
• Understanding of JavaScript, Python, Scala, Go, and SQL is a plus;
• Familiarity with Unix command line is desirable;
• Strong communication skills, with the ability to explain complex technical topics clearly and simply in spoken and written English;
• Ability to maintain clear, concise, and positive communication for all cases, including timely follow-ups with team members and engineers;
• Understanding of development and deployment workflows;
• Willingness to learn;
• Creative thinking and problem-solving;
• Ability to assist in creating documentation and training materials for external and internal support content.

• Gain hands-on experience across various functions;
• Work in a supportive and collaborative team;
• Enjoy a friendly and welcoming company culture.

While we are a remote-first organisation, this role does require time in our Lisbon office