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Lead Technical Support Engineer IRC118865

Job: IRC118865
Standort: Ukraine - Kyiv
Bezeichnung: Lead Software Engineer
Erfahrung: 5-10 years
Funktion: Engineering
Fähigkeiten: IT Support, Monitoring and Logging, Operations Support, SQL, Team Leading

Beschreibung:

We are seeking to hire an experienced services team engineer to lead our  Support team.

Are you a talented Application Support Lead who can co-ordinate and motive the team, has a passion and desire for customer service, and to excel in their role? Application Support Lead will be responsible for providing technical solutions and advice for the software products provided by the business. The role is instrumental in working with the L1 support teams and delivering improvements in customer support and experience

The right candidate should be a natural problem-solver and a strong communicator. This person will work in close collaboration with R&D, Customer Success, and Product Teams. This role will be engaged in cross-platform projects and strongly influence the product’s evolution by providing valuable feedback to help shape the future of our product development.

This is an exciting time to be part of a growing platform development team where you will be able to make a difference and realize personal development.

About customer, project

Customer – US-based leader in automated car wash systems. The project is aimed towards the development of a brand new hybrid platform that is aimed to replace current legacy solutions and open the new business potential for the client. We are looking for people willing to work in a fast-paced, solutions-oriented, and creative environment.

 

Anforderungen:

    • 2+ years of experience as Customer Support Team Leader (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;
    • Good understanding of ITIL, ITSM
    • Experience in SQL querying and managing data
    • Ability to perform log level analysis
    • Good reporting and prioritization skills;
    • Structured and process-oriented 
    • Good skills to build business relations with Management, teammates, colleagues;
    • 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;

     

Arbeitsaufgaben:

    • Act as L2-L3 support team lead, means assess issues and provide solutions for problems that cannot be handled by tier 1
    • Support in incident management after deployment 
    • Own / handle and lead the resolution process for the cases raised by our customers
    • Perform log level analysis
    • Handle the communication between R&D, operations, and Tier 1 Customer support team
    • 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
    • Prepare & submit RCA for critical cases (if required)
    • Efficient team management that requires your continuous engagement in team’s life.
    • Ensuring that SLAs are met and are relevant to the current workload/release.

    What You’ll Do

    • Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution, and communication
    • Serve as point of contact for customer escalations and ensure customer issues are resolved meticulously
    • Work with R&D and product teams on escalations and product enhancement requests
    • Enrich our client knowledge base with relevant technical information
    • Create and lead support improvement processes across the product
    • Provide product feedback and insights to the business and R&D teams
    • Manage various internal projects; training, ensuring support readiness for new feature releases, etc.

     

Was wir anbieten

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!

Über GlobalLogic

GlobalLogic is a full-lifecycle product development services leader that combines chip-to-cloud software engineering expertise and vertical industry experience to help our customers design, build, and deliver their next-generation products and digital experiences. We expertly integrate design, complex engineering, and agile delivery capabilities to deliver superior business outcomes for global brands in telecom, automotive, healthcare, technology, media and entertainment, manufacturing, and semiconductor industries.

Headquartered in Silicon Valley, GlobalLogic unites over 18,000 designers and engineers across the globe. Analysts like NASSCOM and Zinnov have recognized us for being a top company in our field, and we are consistently nominated as a preferred company by both global HR consulting firms and local boards. By creating an environment that is exciting and flexible, and by fostering growth through ongoing learning and development programs, we empower our consultants to achieve both their professional and personal goals.

At GlobalLogic, we make amazing products — and careers.

Apply Now

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    Recruitment for this and similar positions in GlobalLogic, a Hitachi Group Company is constantly open. In order to apply and give GlobalLogic your consent to process your personal data for the purpose of such recruitments press the “Apply” button below. More details on how we process your personal data and what are your rights can be found in EU & UK Recruitment Privacy Notice. Remember that you can withdraw your consent anytime, for example by sending an e-mail at privacy@globallogic.com
    In order to apply and give GlobalLogic, a Hitachi Group Company your consent to process your personal data for the purpose of this recruitment process, press the “Apply” button below.
    Check this box if you want us to process your personal data also for future recruitment processes for other positions. More details on how we process your personal data and what are your rights can be found EU & UK Recruitment Privacy Notice. Remember that you can withdraw any consent anytime, for example by sending an e-mail at privacy@globallogic.com
    Recruitment for this and similar positions in GlobalLogic, a Hitachi Group Company is constantly open. In order to apply and give GlobalLogic your consent to process your personal data for the purpose of such recruitments press the “Apply” button below. More details on how we process your personal data and what are your rights can be found in EU & UK Recruitment Privacy Notice. Remember that you can withdraw your consent anytime, for example by sending an e-mail at privacy@globallogic.com
    In order to apply and give GlobalLogic, a Hitachi Group Company your consent to process your personal data for the purpose of this recruitment process, press the “Apply” button below.
    Check this box if you want us to process your personal data also for future recruitment processes for other positions. More details on how we process your personal data and what are your rights can be found EU & UK Recruitment Privacy Notice. Remember that you can withdraw any consent anytime, for example by sending an e-mail at privacy@globallogic.com
    Recruitment for this and similar positions in GlobalLogic, a Hitachi Group Company is constantly open. In order to apply and give GlobalLogic your consent to process your personal data for the purpose of such recruitments press the “Apply” button below. More details on how we process your personal data and what are your rights can be found in EU & UK Recruitment Privacy Notice. Remember that you can withdraw your consent anytime, for example by sending an e-mail at privacy@globallogic.com
    In order to apply and give GlobalLogic, a Hitachi Group Company your consent to process your personal data for the purpose of this recruitment process, press the “Apply” button below.
    Check this box if you want us to process your personal data also for future recruitment processes for other positions. More details on how we process your personal data and what are your rights can be found EU & UK Recruitment Privacy Notice. Remember that you can withdraw any consent anytime, for example by sending an e-mail at privacy@globallogic.com
    Recruitment for this and similar positions in GlobalLogic, a Hitachi Group Company is constantly open. In order to apply and give GlobalLogic your consent to process your personal data for the purpose of such recruitments press the “Apply” button below. More details on how we process your personal data and what are your rights can be found in EU & UK Recruitment Privacy Notice. Remember that you can withdraw your consent anytime, for example by sending an e-mail at privacy@globallogic.com
    In order to apply and give GlobalLogic, a Hitachi Group Company your consent to process your personal data for the purpose of this recruitment process, press the “Apply” button below.
    Check this box if you want us to process your personal data also for future recruitment processes for other positions. More details on how we process your personal data and what are your rights can be found EU & UK Recruitment Privacy Notice. Remember that you can withdraw any consent anytime, for example by sending an e-mail at privacy@globallogic.com
    Recruitment for this and similar positions in GlobalLogic, a Hitachi Group Company is constantly open. In order to apply and give GlobalLogic your consent to process your personal data for the purpose of such recruitments press the “Apply” button below. More details on how we process your personal data and what are your rights can be found in EU & UK Recruitment Privacy Notice. Remember that you can withdraw your consent anytime, for example by sending an e-mail at privacy@globallogic.com
    In order to apply and give GlobalLogic, a Hitachi Group Company your consent to process your personal data for the purpose of this recruitment process, press the “Apply” button below.
    Check this box if you want us to process your personal data also for future recruitment processes for other positions. More details on how we process your personal data and what are your rights can be found EU & UK Recruitment Privacy Notice. Remember that you can withdraw any consent anytime, for example by sending an e-mail at privacy@globallogic.com
    Recruitment for this and similar positions in GlobalLogic, a Hitachi Group Company is constantly open. In order to apply and give GlobalLogic your consent to process your personal data for the purpose of such recruitments press the “Apply” button below. More details on how we process your personal data and what are your rights can be found in EU & UK Recruitment Privacy Notice. Remember that you can withdraw your consent anytime, for example by sending an e-mail at privacy@globallogic.com
    In order to apply and give GlobalLogic, a Hitachi Group Company your consent to process your personal data for the purpose of this recruitment process, press the “Apply” button below.
    Check this box if you want us to process your personal data also for future recruitment processes for other positions. More details on how we process your personal data and what are your rights can be found EU & UK Recruitment Privacy Notice. Remember that you can withdraw any consent anytime, for example by sending an e-mail at privacy@globallogic.com
    Recruitment for this and similar positions in GlobalLogic, a Hitachi Group Company is constantly open. In order to apply and give GlobalLogic your consent to process your personal data for the purpose of such recruitments press the “Apply” button below. More details on how we process your personal data and what are your rights can be found in EU & UK Recruitment Privacy Notice. Remember that you can withdraw your consent anytime, for example by sending an e-mail at privacy@globallogic.com
    In order to apply and give GlobalLogic, a Hitachi Group Company your consent to process your personal data for the purpose of this recruitment process, press the “Apply” button below.
    Check this box if you want us to process your personal data also for future recruitment processes for other positions. More details on how we process your personal data and what are your rights can be found EU & UK Recruitment Privacy Notice. Remember that you can withdraw any consent anytime, for example by sending an e-mail at privacy@globallogic.com