Tier-2 Support Engineer

Earnix is a leading provider of advanced pricing and rating solutions tailored to the insurance industry. Our cutting-edge software empowers actuaries and data scientists within insurance companies to make data-driven decisions and optimize pricing strategies. With a commitment to innovation and a deep understanding of the insurance landscape, Earnix is at the forefront of revolutionizing how insurers approach pricing and rating.

We are looking for a Tier 2 Support Engineer to join our Customer Support team. The position requires acting as the technical focal point for customers, investigating and analyzing complex customer scenarios, and providing innovative solutions for their needs. Other responsibilities may include team knowledge management and projects with R&D and Product, amongst others.

What you’ll do:

• Have an end-to-end responsibility for solving Tier 2 cases under defined SLAs
• In-depth analysis of field-raised issues, providing temporary workarounds while working with Tier 3, DevOps, R&D, PS, and Product on permanent solutions and fixes
• Proactively identify critical points of failure, raise flags & escalate issues that are of an urgent nature
• Responsible for knowledge management, training content, and playbooks for all Support Tiers
• Work closely with Professional Services experts and Customer Success Managers to prioritize issues, communicate status, and oversee end-to-end resolution
• Participate in the team’s on-call rotation

You’ll do it using:

• 3+ years of experience as a Tier 2 engineer in SaaS organizations in a B2B customer service/support setting – A must
• 2+ solid years of experience with AWS, OR Google Cloud or Azure work experience/certification - A must
• Experience with Linux, Windows and container engines
• Proficiency in Bash and Python
• Proficiency in communication and presentation skills, both written and verbal in English - must
• Great interpersonal skills with a service-oriented approach
• Excellent problem-solving skills with a desire to learn and take on responsibility
• Detailed-oriented, motivated self-learner and excellent team player
• Experience with JBoss, PostgreSQL - an advantage
• Advanced understanding of networking – an advantage
• Ability to work in a fast-paced and dynamic environment

You’ll excel by:

• Excellent communication skills -with customers and colleagues alike
• Collaborating closely with colleagues across all company departments.
• Can do approach.
• Being resourceful and creative.