Support Engineer

Description of the project and team:

We are seeking a passionate and experienced Support Engineer for one of our projects.

Expected duties are:

• Manage and resolve L2 support tickets by diagnosing, troubleshooting, and resolving incidents related to specific applications.
• Triage and escalate complex issues to L3 support or product teams, providing detailed incident reports and necessary context.
• Communicate with L1 support and end-users to gather incident details, understand the impact, and update on resolution progress.
• Document solutions and troubleshooting steps to build a knowledge base and streamline future incident resolution.
• Monitor application performance and alerts to proactively identify and address potential issues before they escalate.

• Collaborate with L3 and product teams to improve incident management processes, share insights, and reduce recurring issues.

   

Required skills and experience:

• 2+ years of experience as a Support Engineer 
• High agency, self-motivation, and a hands-on approach to problem-solving
• Excellent communication skills and the ability to work in a fast-paced, collaborative environment
• Fluent in English