30 сентября 2021

L2 support (вакансия неактивна)

Киев

About us:

We are the global leader in data collection and business process optimization software — Form.com. Whether it’s streamlining data capture, automating form-driven operations, or dramatically improving data analysis, we deliver unique cloud-based solutions configured to the specific enterprise needs. Since beginning operations in 2002, we became the premier solutions provider and a strategic technology partner for many of the world’s largest enterprises.

Requirements:

  • Experience as a Technical Support Analyst, Software Support Engineer or similar role;
  • Experience with incident tracking systems (JIRA, ITSM tools);
  • Experience with Web/SaaS applications;
  • Experience in log analysis and associated root cause investigation;
  • Good knowledge of SQL;
  • Experience in: UNIX, Windows;
  • Familiarity with XML, JSON standards;
  • Understanding of networking concepts such as HTTP, Email, DNS, SSL;
  • Experience with scripting, programming will be a plus;
  • Experience with CI/CD (TeamCity) will be a plus;
  • English — intermediate or better;
  • ITIL framework Knowledge, experience in Support processes will be a plus.
  • Technically capable, able to understands different tools, fast learner;
  • Good communication skills;
  • Highly motivated and takes ownership of issues and processes;
  • Self-organized — can work with minimal oversight;
  • Team player;
  • Very detail oriented, enjoys solving puzzles and identifying root causes;
  • Experience with collaborating with different teams and departments in driving issue or process gap to closure.
  • English level is Intermediate and higher will be considered as an advantage

Responsibilities:

  • Investigation and root cause analysis for platform issues escalated from Tier 1 Team.
  • Participating in hotfix delivery process as issues resolution verification point.
  • Collaborating closely with Product management, Engineering, QA, Operations, and Professional Services team for effective issues resolution, workaround identification, and Root Cause Analysis provisioning for high visibility customer issues.
  • Resolution of technical issues that do not require platform development efforts (via configurations, module restarts, data recovery, etc.).
  • Escalation of complex technical issues to Engineering Teams with proper prioritization and issue context till resolution.
  • Customer and internal SLA adherence (i.e. time to respond, issue updates, etc.).
  • Collaborate with Tier 1 Support team to document common platform issue troubleshooting steps and resolution; conduct knowledge transfers to improve speed of common issues resolution and issues investigation best practices.
  • Track and document issue details, troubleshooting steps, resolution, and root cause as tickets.