Job Search

970 + Open Positions Globally

970 + Open Positions Globally

Senior L2-L3 Support Engineer IRC177038

Job: IRC177038
Location: Ukraine - Lviv
Experience: 5-10 years
Function: Product Support


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.

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.


* 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!

About GlobalLogic

GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world. By integrating experience design, complex engineering, and data expertise—we help our clients imagine what’s possible, and accelerate their transition into tomorrow’s digital businesses. Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries. GlobalLogic is a Hitachi Group Company operating under Hitachi, Ltd. (TSE: 6501) which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business.

Apply Now

Attach your file here or browse
Only .docx, .rtf, .pdf formats allowed to a max size of 5 MB.

  • URL copied!