As a Level 3 Technical Support Engineer, you will be responsible to provide advanced-level technical support that includes triaging,troubleshooting, and debugging complex issues as well as acting as an escalation point withcustomers and internal teams.
Your work will be cross-functional and will involve working withengineering, QA, DevOps, product management, sales and customer success.
Responsibilities :
Provide technical support to customers, partners, prospects, and other Technical Support Engineers
Resolve customer issues via our case management tool, email, chat, and / or video conferencing
Become a technical expert and internal Support SME in at least one area of the product, with broad knowledge across the technology
Create technical documentation and update the Support knowledge base
Build and utilize complex lab setups to replicate and resolve problems
Maintain a groomed backlog of cases and ensure that SLAs for Response Time & Resolution Time are consistently met
Provide accurate and complete support escalations and bug reports
Support our Hiring, Onboarding, and Training processes by conducting technical assessments and participating in interviews, mentoring and onboarding new support engineers, and delivering training sessions in your assigned areas of expertise
Be available for rotational weekend on-call coverage
Requirements :
5 to 7 years of experience as a support engineer providing enterprise software application support
Master’s degree in Computer Science or Information Technologies, or equivalent experience supporting software components
High degree of analytical, debugging, and troubleshooting skills in a fast-paced environment
Excellent written and verbal communication skills, with a strong ability to discuss complex technical topics with customers, engineers, and product managers
Advanced-level working knowledge of
Linux system administration
Relational databases (SQL, Postgres, Oracle)
Web servers, such as Apache and Nginx
Debugging applications written in JAVA and Python
Foundational knowledge of :
Cluster platforms such as Hadoop and Hive
Authentication protocols (Kerberos, SAML, LDAP, SSO, SSL certificates)
A big plus if you have experience in the following areas :
Django system administration
JDBC and ODBC drivers
BI data sources (Tableau, Microstrategy, etc)
REST APIs
Non-relational databases (Elasticsearch, NoSQL, MongoDB, etc)
Experience with cloud platforms like AWS, Azure, GCP
Only shortlisted candidates will be notified!
ServiceRocket is trusted by thousands of enterprises, helping them get the most out of their software and transforming the way they do business.
Headquartered in Palo Alto with offices in Sydney, Santiago, Kuala Lumpur and London, our products and services help clients accelerate alignment, reduce friction and connect with their teams, partners and customers.
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