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Technical Support Engineer, Tier 3
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Technical Support Engineer, Tier 3

Job Description

The Tier 3 Technical Support Engineer (TSE) serves as the liaison between Engineering and the Technical Support organization. In this role, the TSE is responsible for performing code changes to modify the existing configuration of our legacy product along with advanced troubleshooting and investigation into technical issues escalated by the Tier 2 support staff. The TSE also provides technical and product-specific training and technical documentation for the Tier 2 support staff.

Ultimately, the work performed by TSE’s should minimize unnecessary tasks being escalated to the Engineering team and help the Tier 2 support staff become more knowledgeable and self-sufficient.


·      Perform code changes to address client issues and change client configurations for our legacy product

·      Review code changes made by others for accuracy prior to deployment

·      Troubleshooting complex cases and if possible, identify workarounds or solutions

·      Serve as the escalation point for Tier 2 Technical support issues

·      Work, manage, and prioritize a queue of escalated tickets

·      Report bugs and escalate difficult to solve/obscure issues to the Engineering team for assistance/guidance

·      Mentor and provide assistance to Tier 2 support team members and other members of the Support organization as required

·      Ensure that all actions and discussions pertaining to issues escalated from Tier 2 Support are completely documented in the appropriate system of record

·      Interact closely with Tier 2 team via phone, email, SFDC support case or JIRA to collect information and communicate workarounds and solutions

·      Responsible for meeting individual goals and KPIs related to resolving cases and helping drive high levels of customer satisfaction

·      Participate on technical client calls if required

Qualifications & Experience:

·      Bachelor’s/Master’s degree in Business, Management Information Systems, Computer Science, or a related field (or equivalent job experience)

·      Ability to prioritize and manage multiple tasks in a dynamic environment

·      Experience working with e-commerce enterprise clients especially large retailers and global brands

·      Proactive, empathetic, team player who is responsive to customer needs and concerns and passionate about problem solving and helping others

·      2 years of experience in a related Support Engineer or development role

·      Experience troubleshooting/debugging web applications

·      Experience with SQL database and writing SQL queries

·      API, JavaScript, CSS, HTML and XML experience/knowledge

·      Advanced analytical and problem-solving skills

·      Must speak fluent English and possess advanced written and verbal communication capabilities along with exceptional active listening skills

·      Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions

Preferred/Desired Qualifications or Skills:

·      Working experience with Salesforce, Confluence and JIRA

·      Knowledge/understanding of SEO strategies and methodologies

·      Knowledge of networking as it applies to application troubleshooting

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