Experience as a Technical Support Engineer, Software Support Engineer or similar role;
Experience with incident tracking systems (JIRA, ITSM tools);
Experience with Web/SaaS applications;
Experience in log analysis and associated root cause investigation;
Good knowledge of SQL;
Experience in: UNIX, Windows;
Familiarity with XML, JSON standards;
Understanding of networking concepts such as HTTP, Email, DNS, SSL;
Experience with scripting, programming will be a plus;
Experience with CI/CD (TeamCity) will be a plus;
English — intermediate;
ITIL framework Knowledge, experience in Support processes.
Technically capable, able to understands different tools, fast learner;
Great communication skills;
Highly motivated and takes ownership of issues and processes;
Self-organized — can work with minimal oversight;
Very detail oriented, enjoys solving puzzles and identifying root causes;
Experience with collaborating with different teams and departments in driving issue or process gap to closure.
Investigation and root cause analysis for platform issues escalated from Tier 1 Team.
Participating in hotfix delivery process as issues resolution verification point.
Collaborating closely with Product management, Engineering, QA, Operations, and Professional Services team for effective issues resolution, workaround identification, and Root Cause Analysis provisioning for high visibility customer issues.
Resolution of technical issues that do not require platform development efforts (via configurations, module restarts, data recovery, etc.).
Escalation of complex technical issues to Engineering Teams with proper prioritization and issue context till resolution.
Customer and internal SLA adherence (i.e. time to respond, issue updates, etc.).
Collaborate with Tier 1 Support team to document common platform issue troubleshooting steps and resolution; conduct knowledge transfers to improve speed of common issues resolution and issues investigation best practices.
Track and document issue details, troubleshooting steps, resolution, and root cause as tickets.
challenging and exciting work;
ability to work remotely;
convenient coworking space just a few minutes from the subway (right after the quarantine);