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Senior L2-L3 Support Engineer IRC177038
| Job: | IRC177038 |
| Location: | Ukraine - Lviv |
| Experience: | 5-10 years |
| Function: | Product Support |
Description:
We develop a POS solution that allows providing attended (employee) and unattended (customer) tunnel car washing service. There are two labs:
1. One in USA (Ohio)
2. One in Ukraine (Lviv)
Both support USA and Canadian market. One hardware set includes several points on sale, a set of different sensors, readers and cameras, payment terminals, servers, automatic gates.
Ukrainian team develops a PWA application and a hybrid web application (.Net & Angular) that operates on hardware & cloud and supports full customer flow: from customer recognition or account creation to sale & directing their car to a tunnel. All embedded development is on the client’s side. Some teams have hardware dependencies based on the areas of the application they work with, meaning office presence is necessary.
Flow.
SCRUM, 2-week sprints, releases strictly every 3 weeks + updates on demand. Sprints include mandatory daily stand-ups, grooming, planning, demo, and retro sessions.
L3 Team.
Support lead, 1 senior & 1 strong junior L3 support engineer. Daily standups, cooperation with scrum teams, participating in internal & external bug triage sessions and syncs.
Lviv, LWO-2 lab attendance is a must to operate with Hardware.
Requirements:
* 2+ years of experience as Customer Support Engineer(L1, L2, or L3)
* 3+ years of experience with technical support / QA / data analysis/ development/ technical account management
* Fluent in English is a must
* Strong HW/SW problem-solving and troubleshooting skills;
* Experience in SQL querying and managing data
* Ability to perform log level analysis
* Good reporting and prioritization skills;
* Structured and process-oriented
* Exceptional troubleshooting, problem-solving, customer service, and analytical skills
* Self-learning ability, self-motivated and team player
* Computer Science fundamentals knowledge
* Good experience in manual testing
* Ambition to learn new systems, procedures, techniques in a short period of time
Job Responsibilities:
* Act as L2 Support Engineer, means assess issues and provide solutions for problems that cannot be handled by tier 1
* Managing incidents’ life cycle until they are fully resolved or providing a workaround solution.
* Support in incident management after deployment
* Perform log level analysis
* Work closely with RnD and QA for escalated issues
* Constant monitoring on the case status
* Communicating directly via chat, meeting, and e-mail in a professional manner and send regular updates until the case/defect gets resolved
* Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution, and communication
* Work in our laboratory for effective incident resolution and service assessment from the end customer’s point of view
* Work with R&D and product teams on escalations and product enhancement requests
* Enrich our client knowledge base with relevant technical information
* Provide product feedback and insights to the business and R&D teams
What We Offer
Exciting Projects: Come take your place at the forefront of digital transformation! With clients across all industries and sectors, we offer an opportunity to participate in creating market-defining products using the latest technologies.
Collaborative Environment: Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible opportunities and options.
Professional Development: Our dedicated Learning & Development team regularly organizes certification and technical / soft skill training to help you realize your professional goals.
Excellent Benefits: We provide our consultants with competitive compensation and benefits
Fun Perks: We want you to love where you work, which is why we host sports classes, cultural, social and team building activities such as sports competitions and end-of-year corporate parties. Our vibrant offices also include dedicated GL Zones and rooftop decks where you can drink coffee or tea with your colleagues over a game of table football or darts!