The L2 Support Engineer has a problem-solving mindset, proactiveness, and high communication skills, his objectives are to help our customers successfully integrate our products and solutions and remove any blockers as they arise
What will you be responsible for?
- Identify, analyze and troubleshoot technical issues and provide our customers with effective solutions
- Track the progress of the integration and communicate any blockers
- Collaborate with technical writer and development team in improving and clarifying documentation and collaterals for the integration process
- Optimizing/ automating recurring activities
- Prepare how-to’s and automation tools
- Run and own Postmortems
- Process operational requests from support and engineering
- Directly collaborate with the Project internal teams: DevOps, Backend, Commercial, for infrastructure maintenances, error troubleshooting, and data integrations
- Help building and improving the process allowing for a smooth, simple and fast integration for our customers
- Responsible to test and verify changes and the consistency of the APIs and its endpoints and «represent» the customer and its business when testing and validating any changes introduced in the APIs
What do we expect from our perfect candidate?
- At least 1 year of prior experience as L2 Support Engineer
- Knowledge of HTTP protocol, and REST API
- Understanding of common file formats: JSON, XML
- Experience working with Docker and Kubernetes, GIT
- Upper intermediate English — written, at least intermediate — verbal
- Would be preferable knowledge with messaging systems (RabbitMQ, Kafka), experience with cloud services (GCP)
- Basics of CI/CD approach and pipelines (Jenkins, Gitlab)
- Would be good knowledge of programming languages (Python/Java/JavaScript/Bash)
- Ability to work in unusual hours (outside of office hours) as some of the accounts are located in different time zones (40 hours a week)
- A service-minded approach and a problem-solving attitude
- Ability to work with non-technical and technical customers alike
- Prioritization skills and capability to make high impact decisions while multitasking
Benefits of working with us:
- Challenging tasks to feel productive
- Budget for personal development for each employee (courses, workshops etc)
- 20 paid vacation days/7 paid sick leaves to feel humane:)
- Supportive working environment to feel a part of the team
