Tier 3/Tier 4 Support Engineer

New York · Full-time · Intermediate

About The Position

We are expanding our Customer Support organization and are looking for an experienced, tech-savvy and customer oriented L3/L4 Support Engineer to join our New York office. The role is full-time with a flexible schedule, including evenings when needed. As an L3/L4 Support Engineer, you will use your skills and in-depth knowledge of computing environments, networking, databases and our products to quickly and professionally diagnose and aid in resolving customer issues. You will be working closely with our Customer Support agents, our R&D teams and our customers to identify the root cause of issues, devise work-arounds and ensure high customer satisfaction.

The position will also involve supporting end-users, ensuring that they get the most out of our services, educating them on the platform and guiding them through its usage.

Responsibilities

  • Use your knowledge and skills in networking, frontend, web applications, Linux, databases and Saas products to investigate complex customer issues and identify their root cause
  • Escalate and transfer verified bugs to the R&D teams and follow up with them on resolution in order to meet SLAs
  • Devise and provide work-arounds to customers until issues are fully resolved
  • Manage issue priorities across multiple customers while ensuring customer SLAs are kept
  • Create and maintain both customer facing and internal documentation – Help Center articles, knowledge base content, FAQs
  • Participate in QA efforts to test new features and capabilities
  • Provide end-customer support to ensure customers understand and use our products in the most beneficial way
  • Track and report KPIs
  • Mentor and train L2 support agents – improve their technical and problem solving skills

Requirements

  • At least 3-4 years in a SaaS company working as a high level technical support engineer
  • Superb debugging and troubleshooting skills
  • Experience handling tier 3/tier 4 tickets
  • Experience in investigating and debugging SaaS web-applications (client-server-database architecture)
  • Good knowledge of networking, web applications, client-server applications, Linux, Kibana, database queries, mySql, Jira, API’s , JSON, HTTP requests, analyzing logs
  • High level of English proficiency – superb writing and communication skills
  • Knowledge of other languages an advantage (Spanish, Chinese, French)
  • Can-do approach, passion for pouncing on issues and not letting go until fully understood and resolved
  • Tech-savvy, problem-solving approach to challenges
  • Detail-oriented, independent, highly organized and resourceful
  • Ability to deep dive and investigate complex issues while multitasking and ensuring SLAs are met
  • Independent and self learner but also a great team player able to collaborate with multiple teams

 #LI-DNI

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