Summary
Date Posted: Tuesday, December 13, 2022 , Base Salary: Not Disclosed

JOB DETAILS:

Duties and Responsibilities
• Monitor and dispatch customer tickets assigned to the level 2 support team. Analyze the problem and isolate it to the platform or application layer. Resolve application related issues or escalate platform issues to the level 3 support ticket team (R&D).
• Follow up level 3 tickets, and assist us to analyze, reproduce the issue and test the fix.
• Provide a quick solution including a workaround to resolve customer issues in a timely manner.
• Lead and coordinate with other engineers in level 2 support team, including daily issue
• check, technical discussion, and continuously enhance knowledge base.
• Be the contact person from level 1 support team, answer technical queries, and build FAQ.
• Contribute to maintain and improve the capability of level 1 support.
• Regular analysis of customer tickets to assure the service SLAs. Improve the support
• process efficiency and bring customer feedback to other teams across the company
• Answer technical questions of a public developer forum.

Qualifications and Experience
• Bachelor’s Degree (or equivalent) in IT.
• 5 years working experience.
• Three - four years’ experience in a computing work environment.

Technical Skills
• PaaS and SaaS cloud environments.
• Software stack: google, zoho desk, slack, confluence, gitlab.
• Programming languages: Javascript, HTML/CSS, Freemarker, MongoDB, REST API.
• Basic knowledge of cloud applications security, performance issues and best practices.

Soft skills
• Good communication with global teams and customers.
• Be able to translate business needs into technical recommendations.
• Analysis complex issue.
• Team leader and Builder.
• Customer first and handling customer complaints.

Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

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