2nd level Support Engineer (вакансія неактивна)

—2-3years of experience in Product support.
—Have excellent verbal and written English communication skills
—Service and customer-oriented mindset
—Ability to anticipate, prioritize, assess, and meet needs of internal and external customers while providing
excellent customer service.
—Ability to articulate technical subject matter in aclear and easy tounderstand manner.
—Ability to:
— read and search logs
— ask customers targeted questions to quickly understand the root of the problem
— prioritize and manage several open issues at one time
—Knowledge of basic ITIL concepts
—Jira experience
—Creative problem solver.
—Excellent time management skills.

—Experience in SaaS Product support
—ServiceNow Administrator certification(or at least experience in ServiceNow)

Fun and exciting corporate culture of transparency, productive challenging & innovation
Flexible work environment
Educational events
Paid sick days/vacations: ROWE approach
Theme parties
Health Insurance
English courses

US/Ukraine time zone
Responsibilities and Duties
—Provide timely technical support to our customers as 1and 2level of support on email.
—Work with ServiceNow as a platform for MobiChord application and the ServiceDesk tool.
—Work with Incidents from creation to closing state.
—Full way of the incident investigation
—Collaborate with development team on issues escalation.
Shift work:
UA 9am — 6pm
UA 3pm — 12am
UA 7pm — 4am

Our business:
Being a unique telecom and cloud management solution built natively on ServiceNow platform, MobiChord is the fastest growing telecom and cloud management company with multiple verticals customers all over the world.

We are changing the world of old-school telecom completely and hold a leading position in the niche.

MobiChord software helps large companies (B2B, enterprise-scale) manage everything related to telecommunications and cloud services, as well as reduce labor costs by 69%, make processes 86% quicker, reduce operational costs up to 32%. At the scale of our customers such as Siemens, Adidas this translates to millions of dollars of savings + much happier people.
We automate all major business processes, be it ordering a new phone or requesting virtual machine from Amazon, etc., thus through integration with major telecom and cloud providers via APIs.
We analyze all the data, automatically suggest where they waste money and allow to fix it through our automation.
And on top of it all is our great passion for providing amazing consumer-like User Experience that is reflected in our Portals and UIs.
Our technologies:
Our core product is built on top of ServiceNow, the most important enterprise IT management platform!
It is strategic choice for the largest companies in the world (>45% of 2k largest enterprises use ServiceNow). By being built on top of ServiceNow we have a unique advantage of having the data and automation where these companies need to have it. There is no other company on the market that can claim it! And you guessed right, the same companies are our current or future customers!
ServiceNow also gives us its technology and all the cool features that you would expect of normal enterprise software (database designer and ORM, UI frameworks on AngularJs, workflows, full-stack JavaScript, machine learning, integration APIs and much more). On top of it we are natively integrated into all existing ServiceNow applications. So we can focus on creating great products and not on reinventing the wheel!
Of course, on top of that we have our own cloud services for all cool API integrations, mass data processing, analytics, machine learning, etc.
Our business philosophy:
We believe that when great people get together — magic happens. This is why we have cross-functional agile teams. We do not believe in micromanagement, politics and bureaucracy, actually we hate all of that.
We believe that a great person loves to learn, create and improve — we will continue to create such environment together.

Automate, automate, automate — this is our personal mantra. Where our competitors throw people at task — we put technology first.
We care the most about our customers, saving their time and providing best User Experience.
We move fast, faster than any competition.
And it is all about the people who share this mindset with us.