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.