Tier-2 Support Engineer - Remote

Overview

We are looking for a Tier 2 Support Engineer to join our Customer Support team. The position requires acting as the technical focal point for customers, investigating and analyzing complex customer scenarios, and providing innovative solutions for their needs.

In Short

• End-to-end responsibility for solving Tier 2 cases under defined SLAs
• In-depth analysis of field-raised issues
• Provide temporary workarounds while working with Tier 3, DevOps, R&D, PS, and Product
• Proactively identify critical points of failure
• Responsible for knowledge management and training content
• Work closely with Professional Services experts and Customer Success Managers
• Participate in the team’s on-call rotation

Requirements

• 3+ years of experience as a Tier 2 engineer in SaaS organizations
• 2+ years of experience with AWS, Google Cloud, or Azure
• Experience with Linux, Windows, and container engines
• Proficiency in Bash and Python
• Excellent communication skills in English
• Great interpersonal skills with a service-oriented approach
• Excellent problem-solving skills
• Detail-oriented and motivated self-learner
• Experience with JBoss and PostgreSQL is an advantage
• Advanced understanding of networking is an advantage

Benefits

• Collaborate closely with colleagues across all company departments
• Opportunity to work in a fast-paced and dynamic environment
• Be part of a leading provider of advanced pricing and rating solutions