Tech support (offline)

Responsibilities:

· E2E ownership on Technical Support tickets - Investigate, Find and Solve Root Cause.
· Manage Production Incidents on our websites and internal infrastructure - Identify issues severity and impact from a Technical and business aspects , Own issue till resolution and report progress to relevant stakeholders.
· Production Sites & Application Monitoring - R&D focal point overseeing production systems monitoring and Health Check status
· Reporting - Provide company stakeholders with periodic performance insights reports.
· On-Call readiness during offline-hours supporting priority production Incidents

Requirements:

· 2+ years’ experience in Tier 2-3 technical support roles.
· Extensive knowledge of SQL scripting (RedShift, Mysql,Athena, MongoDB).
· Strong ability to take ownership from initial report and follow through until full resolution and customer satisfaction.
· Knowledge in web: HTML, CSS,JS etc.
· Basic knowledge of troubleshooting performance issues in distributed microservices environment
· Familiar with Google Adwords/Analytics - an advantage.
· Experience with Monitoring/logging tools (Such as Datadog, Grafana, Kibana, Cloudwatch) - advantage.
· Experience with ETL and BI tools such as Tableau - advantage.
· English fluency – A MUST.
· Passion for support and helping others.
· Proven record of working in a highly pressured multi-tasking environment and working independently

About Covent IT

Covent IT is a group of professionals that have been providing IT and human resource services since 2007. Being a hierarchical system, our company embraces a number of specialized independent branches that follow Covent Group standards in pursuit of a common goal.

Once a startup, today our company has grown to multiple locations in different countries. At the enterprise level, we have managed to combine corporate culture and standards while maintaining the freedom, creativity and spirit of the startup in the field. Our programmers are part of IT communities around the world, which allows us to be in the trend of technologies, worldwide processes, providing you with the highest quality products and services. We can boast of an extensive portfolio with a deal of successful cases for government institutions, small and medium-sized businesses, enterprises, and startups.

Company website:
https://coventit.com/

DOU company page:
https://jobs.dou.ua/companies/covent-it/