L3 Junior Support Engineer Offline

Customer – US-based leader in automated car wash systems. Project is aimed towards the development of a brand new hybrid platform that is aimed to replace current legacy solutions and open the new business potential for the client. We are looking for people willing to work in a fast-paced, solutions-oriented and creative environment.

Job Description

• 1+ years of experience as Customer Support Engineer(L1, L2, or L3)
• 1+ years of experience with technical support / QA / data analysis/ development/ technical account management
• Upper-Intermediate in English is a must
• Strong HW/SW problem-solving and troubleshooting skills;
• Experience in SQL querying and managing data
• Ability to perform log level analysis
• Good reporting and prioritization skills;
• Structured and process-oriented 
• Exceptional troubleshooting, problem-solving, customer service, and analytical skills
• Self-learning ability, self-motivated and team player
• Computer Science fundamentals knowledge 
• Good experience in manual testing
• Ambition to learn new systems, procedures, techniques in a short period of time

Job Responsibilities

• Work from the office only!
• Act as L2-L3 Support Engineer, which means assessing issues and providing solutions for problems that cannot be handled by tier 1
• Managing incidents' life cycle until they are fully resolved or providing a workaround solution.
• Support in incident management after deployment 
• Perform log-level analysis
• Work closely with RnD and QA for escalated issues
• Constant monitoring of the case status
• Communicating directly via chat, meeting, and e-mail in a professional manner and sending regular updates until the case/defect gets resolved
• Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution, and communication
• Work in our laboratory for effective incident resolution and service assessment from the end customer's point of view
• Work with R&D and product teams on escalations and product enhancement requests
• Enrich our client knowledge base with relevant technical information
• Provide product feedback and insights to the business and R&D teams