L2 Support Consultant (вакансія неактивна)

Svitla Systems is a multinational software company headquartered in Silicon Valley, with business and development offices throughout the US, Mexico, and Europe. Svitla is an outspoken advocate of workplace flexibility, an individual approach to our teammates’ professional and personal growth, and a family-like environment. Since 2003 we have served a wide range of customers, from innovative start-ups in California to large corporations like Ingenico, AstraZeneca, and Ancestry. At Svitla, developers work with clients directly, building lasting and successful partnerships. Our global mission is to build a business that contributes to the well-being of other communities and makes a lasting difference in the world. Join us!

The Opportunity

Svitla Systems Inc. is looking for L2 Support Consultant for a full-time position (40 hours per week) in Kyiv or Lviv. Our client is a global leader in security solutions, offering innovative products and services to control the flow of people and to protect valuables from burglary, fire and explosion.

Through Business Units Entrance Control and Safe Storage, they offer solutions to customers primarily in public transport, public and commercial buildings as well as in banking, high-end retail, and in industrial and high-risk sites in more than 100 markets around the world.

Requirements:

• 2+ years of experience in the support role.
• Experience with Mobile Apps.
• Knowledge of QA processes, and ability to identify errors and describe them in accordance with best practices.
• At least Upper-Intermediate level of English.
• Readiness for an occasional business trip to a European country.
• Readiness to work from the office.
• Bachelor’s degree, preferably in Computer Science or equivalent.

Nice to have:

• Experience with Jira.
• Familiarity with Azure DevOps.

Responsibilities:

• Handling Level 2 analysis, troubleshooting, and resolution.
• Providing remote support to customers with a high degree of customer service, quality, and technical expertise.
• Research, resolve issues, and respond to submitted cases.
• Providing timely follow-up to user questions according to established SLAs.
• Identification of the issue, proper description, and redirection of the bugs to the technical team.
• Tracking and updating the status of issues in relevant databases.
• Using Jira, Azure dev tools.

We Offer:

• Competitive compensation plan that takes skills and experience into consideration.
• Annual performance appraisals.
• Possibility to choose your workspace either remote or combination of your home and one of our development offices.
• Flexible working hours and adjustable work/life balance.
• Projects that use advanced, cutting-edge technologies.
• Vacation time, sick-leaves, national holidays, family supplementary days off.
• Comprehensive medical insurance including dental services, massages, and sports activities.
• Support for a healthy lifestyle, compensation of running events.
• Maternity leave policy.
• A personal loan budget is available for long-term personnel.
• Partial compensation of conferences, courses, and English classes.
• Free meetups, webinars, and conferences organized by Svitla.
• Birthday presents for personnel and New Year gifts for children.
• Fun summer and winter corporate parties and memorable anniversary presents.