About the Role :Join Service Continuity team to be a focal point in providing support for customers and integrating with core engineering. Take a part of establishing a new team that will lead a support for the newest technology solutions at the IoT industry.Job Purpose & Accountabilities:We are looking for an experienced software support engineer, with great technical and personal support capabilities, to provide 2nd line technical support to our customers for both On-Premise and Cloud solutions.

Job Requirements

In this role you will be responsible for:

Desired Skills and Experience

  • Customer’s technical support as part of the 2nd line support team
  • Serve as technical advisor and escalation point for 1st line support team
  • Diagnose and resolve customer submitted tickets that require in-depth knowledge of the functionality of the product
  • Ensure that incidents are resolved in a timely manner to meet defined service level targets
  • Reproduce customer issues in test environments when needed
  • Work with development team to develop, design and propose solutions to meet technological needs of users
  • Learn and remain current in relevant product knowledge, support policies and support delivery
  • Document new solutions and workarounds to be published in internal knowledge base
  • Develop monitoring tool’s alerts to improve service availability
  • Experienced in B2B corporate software support
  • Strong English written and verbal communication skills
  • Be passionate about customers and service, with a strong will to make a difference
  • Great problem solving abilities and excellent communication, customer handling and inter-personal skills
  • Good knowledge of Unix/Linux and/or Windows operating systems
  • Programming skills with knowledge of at least one scripting language (Shell, Python, Perl…)
  • Must be able to deal direct with clients in a friendly and highly confident manner demonstrating excellent internal and external customer communication skills.
  • Understanding at least some of the protocols and technologies such as IPV6, IPV4, HTTP, SSL, LDAP, JDBC, Servlet/JSP, HTML, XML
  • Good knowledge of SQL scripting in at least one RDBMS (Oracle, Postgres, MySQL…)
  • The ability to work in a dynamic environment, prioritising and multi-tasking effectively
  • Experience with cloud environments
  • Familiarity with embedded systems
  • Familiarity with Docker - advantage
  • Basic concept of application clustering and load balancing
  • Familiarity with JVM, Java Application Server and web containers administration (JBoss, Apache http, Tomcat)- very big advantage
  • Cloud monitoring systems (Nagios, SisDyg, Graphite, ICINGA)
  • Partner and customer focus – Your tendency to put your partners and customers first in all that you do by understanding their needs and striving to achieve win-win solutions.
  • Collaboration and communication – Your ability to forge lasting relationships which are built upon mutual trust, open communication and sharing of information and success.
  • Creativity and innovation – Possessing a passion for driving continuous improvement through spotting opportunities and seeking the views of others.
  • Team and personal development – You take time to drive your own development, whilst also encouraging team members and partners to do the same.
  • Impact and influence – You listen to different perspectives, evaluate, persuade and carefully shape your work to deliver truly impactful results.
  • Deliver on your promises – You demonstrate a can-do attitude and you drive to overcome obstacles, acting with a sense of urgency because you’re passionate about what you do.