L1 Support Engineer - Student Position

ThetaRay is the leading provider of AI-based Big Data analytics.

We are dedicated to helping financial organizations combat financial crimes through money laundering facilitating malicious crimes such as terrorist financing, narco-trafficking, and human trafficking which negatively impact the global economy.

Our Unsupervised and Semi-Supervised Intuitive AI solutions enable clients to manage risk, detect money laundering schemes, uncover operational issues, and reveal valuable new growth opportunities.

We're on the lookout for an L1 Support Engineer to join us.

The role entails working 3-4 shifts weekly, including afternoons, nights, and weekends at our offices in Hod Hasharon.

This role is an entry-level position that offers an exciting opportunity to work with cutting-edge technologies and gain valuable experience in a dynamic support environment. We are looking for motivated individuals who thrive in a fast-paced, collaborative setting.

As an L1 Support Engineer, you will be a crucial part of our first-response team, ensuring the smooth operation of our systems.

Your primary responsibilities will include:

1. First Responders: Act as the initial point of contact for incidents and service requests, swiftly addressing and acknowledging user-reported issues.

• Case Qualifiers: Assess and qualify incoming cases to determine their urgency and severity, prioritizing them based on impact.
• Incident Resolution or Escalation: Work towards resolving issues promptly and independently, or escalate to higher-tier support teams when necessary.
• Monitoring Alert Reviews: Regularly review monitoring alerts to proactively identify and address potential issues before they impact system performance.
• Issue Communication: Effectively communicate with users and stakeholders regarding the status and resolution of incidents, ensuring transparency and customer satisfaction.
  
  

• Student with at least 3 semesters remaining until graduation.
• Proficient in using the following tools and technologies:
• Linux Command Line Interface (CLI)
• Slack
• Logz.IO
• Jenkins Jobs
• Basic concepts of Kubernetes ("Kubernetes 101")
• Familiarity with Customer Service and Support practices and processes.
• Excellent communication skills, both written and verbal.
• Willing to work in shifts afternoons, nights, weekends, and Holidays.
• Fluent in English.