L3 Middle Support Engineer (IRC297172)

Description:

Customer – US-based leader in automated car wash systems. The 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.

Requirements:

* 2+ years of experience as Customer Support Engineer(L1, L2, or L3)

* 2+ years of experience with technical support / QA / data analysis/ development/ technical account management

* 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 a team player

* Computer Science fundamentals knowledge

* Good experience in manual testing

* Ambition to learn new systems, procedures, and techniques in a short period of time

Job responsibilities:

* Work from the office only 1 day per week (Lviv, Ukraine)

* Act as L2-L3 Support Engineer, which means assessing issues and providing solutions for problems that cannot be handled by tier 1

* Managing the 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