Senior Technical Support Engineer L2 (offline)

Solve.Care was established to revolutionize healthcare delivery, care coordination and benefits administration around the globe. We are building an innovative platform that combines decentralization with synchronization to connect stakeholders with each other and redefine care, cost and convenience for everyone.

We are looking for a Senior Technical Support Engineer to join our team (Kyiv)

Responsibilities:

• Work in shifts, rotated in accordance to support model
• Communicate possible workarounds for reported issues to Customers
• Creating and maintaining support documentation
• Work with development team on issues resolution or finding possible workarounds
• Work with QA teams to expand coverage of possible unknown real-world use cases
• Ensuring and participating in Business Acceptance Testing
• Translate technical information, results and proposals back to customers at the level of technical complexity required for customer understanding
• Deployment and maintaining of test environments
• Participate in Release activities

Requirements:

• Good understanding of client-server Application architecture
• Good troubleshooting skills
• Customer support experience
• Experience in B2B support model
• Experience with incident tracking tools and JIRA
• Experience in system log analysis and associated root cause investigation
• Strong understanding of Support Processes
• Strong SQL knowledge
• Basic knowledge of any script language (like bash, python … etc.)
• Upper-Intermediate English

Will be an advantage:
• Experience of mobile applications support
• Experience in configuration of monitoring tools
• Experience in AWS (Amazon Web Services)
• Experience in testing of mobile application
• Experience in Linux server administration
• Basic knowledge of JSON (JavaScript Object Notation) and XML
• Experience in support analysis
• ITIL Certification. (IT Infrastructure Library)

We offer:

• Direct involvement in innovative global Healthcare product development
• Professional development, potential to become a Support Manager
• Competitive compensation depending on experience and skills
• Grant of the cost of certification and IT conferences
• Friendly and professional team, democratic management and office in Kyiv center
• Compensation package (vacation, sick leaves, medical insurance, etc) and other benefits as paid lunches, wine Friday’s, corporate events
• Relocation expenses to Kyiv (if relevant)