Middle Technical Support Engineer (Tier 2) (offline)

Qualifications and Qualities:
• 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;
• Team player;
• 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.

Responsibilities:
• 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.

About us:
We are the global leader in data collection and business process optimization software — Form.com. Whether it’s streamlining data capture, automating form-driven operations, or dramatically improving data analysis, we deliver unique cloud-based solutions configured to the specific enterprise needs. Since beginning operations in 2002, we became the premier solutions provider and a strategic technology partner for many of the world’s largest enterprises.

About Form.com

FORM powers the world’s 2 billion mobile workers as they change companies and industries for good, with mobile technology that improves execution from the frontline. FORM activates and connects teams in the field — with leaders, missions, and each other — so they can deliver success in the enterprise. The FORM field execution platform serves as a digital assistant for frontline teams by guiding daily tasks, streamlining data collection, facilitating real-time communication, and providing leaders with real-time intelligence to drive faster actions and better decisions. FORM offers the world’s only integrated task management and image recognition platform and enables smart audits on more display types than any solution in the market, plus industry-leading field communications and photo reporting capabilities. FORM solutions have been deployed by Fortune 500 companies around the world.

FORM offers competitive salaries and full benefits for full-time employees and is an Equal Employment Opportunity (EEO) employer—welcoming all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status.

Company website:
https://www.form.com/

DOU company page:
https://jobs.dou.ua/companies/form-com/