Technical Support Engineer

REF. NO:
FC - TSE

REQUIREMENTS:

  • Proven experience with engineering support including triaging, troubleshooting, and reporting into engineering organizations.
  • Proven experience delivering mission critical, high-value products and services.
  • Familiarity with Agile Methodologies
  • Experience working in a fast-paced and rapidly growing environment.
  • Skills with monitoring/alerting tools such as Datadog, NewRelic, Honeybadger, Greylog….
  • Skills with Documentation tools such as wikis and Atlassian confluence.
  • Knowledge of how to use JIRA and ticketing process and flows.
  • You will have to feel comfortable identifying recurrent event and suggest solutions to prevent them in the future.
  • You will need to travel to other office locations and work with the business users.
  • May need to train other users or team members on the tools you are using.
  • Happy working on shifts of 3 weeks evening shifts and 1 week morning shifts.
  • Github, Databases and Performance experience.

BONUS SKILLS:

  • For past experience working in a highly-regulated industry.
  • Experience working in global companies with multiple geographies.
  • Ruby, PHP, Clojure, Kafka...or other programming skills.
  • The ability to prioritize workload
  • Excellence in spoken and written English.
  • Excellent attention to detail
  • Vibrant personalities who work well in a fast-paced environment
  • Flexible approach

RESPONSIBILITIES:

  • Providing regular updates to external customers on the progress of incidents
  • Prioritizing faults to meet SLAs
  • Meeting customer SLAs
  • Support planning, coordination and implementation for fault repairs (incident retrospectives)
  • Ensuring all planned preventative maintenance tests and checks are completed
  • Monitoring and processing alarms from managed network solutions
  • Controlling and directing the field engineers and spares deliveries
  • Providing ad hoc reports as required to senior team members
  • Providing support to the shift managers in the acceptance and roll out of new contracts to the team
  • First level customer facing support engineering diagnostic and triage experience