Support Engineer - LzLabs Team - Remote

Overview

We at Holycode are currently looking for a Support Engineer with strong skills and proven experience who is ready to join the LzLabs support team, for a full-time engagement & embark on our company of passionate IT professionals.

About LzLabs:

LzLabs is a cutting-edge software company based in Zurich, Switzerland with offices in London, Toronto, Paris and Australia. Since 2011, they have built and refined a unique software product, the Software Defined Mainframe (SDM), which transforms existing IT into a modern computing environment.

With their solution, LzLabs is powering the heart of the enterprise industry. Their software serves as the backbone of critical business tasks, driving the organization forward. As they unlock the value of enterprise IT systems, they are leading their customers in the banking, insurance, retail and automotive industry in a unique way to technology that is fit for the future.
 
To pursue the modernization journey, they have joined forces with technology partners and system integrators and built a team of 100+ brilliantly different people across the world.  

Position Overview:

We are looking for a skilled Support Engineer with expertise in Linux and/or Mainframe systems, scripting languages, and exceptional customer communication skills. The ideal candidate will possess strong analytical abilities, a process-oriented mindset, and the ability to guide customers effectively through support processes, as they play a pivotal role in ensuring the smooth operation and satisfaction of our customers. 

This is an exciting opportunity to be part of a dynamic team that is dedicated to pushing the boundaries of innovation in the software industry. As a Support Engineer, you are the person that customers trust. You are key to our customer retention and satisfaction.

Key Responsibilities:

• Provide technical support to customers via the ticketing systems and during scheduled meetings.
• Communicate effectively with customers to understand and address their concerns.
• Conduct root cause analyses to identify and resolve underlying issues.
• Lead customers through support processes and work with internal teams to ensure timely resolution of problems.
• Assist in researching, diagnosing, and troubleshooting issues on our products.  

Must-Have Skills:

• Technical:
  • At least 3 years experience as a Linux sysadmin or a Mainframe Sysprog.
    Alternatively, 5 years experience as a programmer on either platform. 
  • Good knowledge of at least one scripting language, such as BASH or Python.
  • Good analytical skills for conducting root-cause analysis and problem-solving.
  • Experience with a ticketing system, preferably JIRA.
     
• People / Soft Skills:
  • English B2 or preferably C1 (no certificate required).
  • Excellent customer communication skills, both verbal and written.
  • A structured approach to gathering information from customers.  
  • Flexible, outside-of-the-box thinking.
  • Good knowledge of at least one scripting language such as shell or Python.
  • Process-oriented approach with the ability to guide customers through support processes.
  • Eager to learn and dive deep into our products, demonstrating a genuine curiosity and enthusiasm for exploring new environments.

Optional ("Jackpot") Skills:

• Advanced understanding of z/OS Mainframe and Linux subsystem. 
• Fluent in German and/or French

What We Are Not Seeking:

• Emphasis on application development skills; this role focuses on providing technical support rather than software development.

Why you'll love working here:

• High-growth company in which you can find exciting and trend-setting challenges
• An inspiring working atmosphere in an open-minded multinational team.
• All necessary equipment – up to you to decide what you prefer
• A budget for professional improvement (courses, conferences, books…)
• A budget for multi benefits platform (meal tickets, private medical insurance, private pension, etc)
• Premium private medical subscription with nationwide coverage
• Budget for the mastery of the English and German languages
• Skilled and senior co-workers
• Opportunities to learn and grow with us
• Working remotely (from Romania)