TECHNICAL SUPPORT


LEVEL


3


ROLE


– Investigate issues raised through support tickets.


– Diagnose problems and perform root cause analysis.


– Triage tickets assigned to the


Level


3


team.


– Discover and communicate bugs, file Jira tickets, highlight possible product issues.


– Communicate progress of fixes back to the Support Agents.


– Guide Support Agents through complex workarounds.


– Suggest enhancements/provide feedback on


Level


3


tooling for the platform.


REQUIREMENTS


– Strong Linux/Unix background including troubleshooting.


– Scripting experience on Linux with shell and Perl


– RegEx experience very important and will be tested during the interview process.


– Good understanding of TCP/UDP/IP.


– Java experience (stack traces, Java instrumentation etc.)


– Excellent problem solving and analytical skills


– Genuine enthusiasm for coding and resolving customer issues.


– Flexible can do attitude with changing priorities


– Good team worker; self-motivated learner; flexible; methodical.


– Able to work in a fast-paced Agile environment.


– Excellent verbal and written English communication skills.

Source: Kovasys Jobs