Technical Support Engineer - Tier 2

Job Description

About the Role:

As a Technical Support Engineer, you will be in charge of investigating and solving technical issues in the production environment, being the front line of the R&D team. You’ll diagnose and triage production issues and either solve them, or delegate to the product and R&D teams. You’ll be in charge of meeting the SLA of the company, defining relevant tools and measurement methods, actionable alerts and communication tools and work as part of the R&D team to implement the relevant tools. You will be the bridge between the customer-facing stakeholders and the R&D team, communicating issues and pushing high standards.

You Will

• Work on a complex cloud environment that serves customers.
• Conduct root-cause analysis for production issues, perform immediate actions and push for long-term solutions.
• Work closely with all departments of the company such as product, support and operations to define procedures, solve issues and plan future tasks.
• Define monitoring tools on top of the current team tools to lower the team response time.
• Analyze logs and understand scripts.
• Triage and prioritize incoming issues and bugs.
  
  

• 3+ years experience in a similar Technical Support role.
• Experience with SQL and data analysis.
• Experience with system log analysis.
• Ability to understand flows and provide creative troubleshooting solutions.
• Capabilities in building organized processes and structured formal documentation.
• Self-prioritization ability.
• English - excellent written and verbal communication skills.