Sr. Technical Support Engineer II

Description

Your Responsibilities:

• Providing support in a 24x7x365 to support APAC (day shift)
• Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert and providing level two diagnoses and issue resolution on our Platform.
• Triaging to internal and external teams, pushing for resolution within OLAs by being the Customer advocate with Engineering, Development and 3rd party Vendor teams
• Monitoring systems and handling events, proactively recognizing and acknowledging alerts, responding to alerts or emergency issues within 5 minutes during working hours (Event Management)
• Act as first responders to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management)
• Document, publish and maintain knowledgebase articles to help optimize the workforce
• Drive operational efficiency and improvements
• Work schedule: Night shift (9pm-6am) (Rotational weekend shift; 24x7 support team)

Requirements to you:

• 2+ years of experience working in capacity of Technical Support or similar
• Has experience handling L1 preliminary analysis, troubleshooting
• API tool experience, SQL, Linux
• Knowledge of Monitoring/logging tool
• Knowledge of JIRA, Confluence
• Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL
• Experience working with Monitoring tools (desirable Zabbix, Monitis)

• Basic understanding or experience working on Linux environments
• General understanding of technologies on Apis webservice: JSON, REST, OAuth,..
• Experience in Microsoft technology stack, including .NET, Commerce Server, Share Point, SQL and TFS.
• Experience in Web Technologies such as .NET Framework 3.5 or higher
• Knowledge of SSIS, ASP.Net, C#, CSS, XML, JavaScript, Visual Studio, TFS/JIRA, IIS, FTP & Web Services
• Datadog, AppDynamics, Splunk (advantage)
• Knowledge of Monitoring/logging tool is a plus
• Knowledge of JIRA, Confluence are an advantage
• Flexibility working some weekends
• Passion for providing exemplary customer service, strong customer focus
• Eager to learn new technologies
• Good verbal and written professional communication, fluent in French & English.
• Self-motivated and proactive in performing duties
• Attention to detail
• Team player

Nice to have. Exposure to:

• ITIL certification

• Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP
• Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL
• Exposure to virtualization and orchestration technologies such as Docker and Kubernetes
• Experience with CloudBlue Commerce platform
• This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all of these duties.