Position: L3 Support Engineer
Company: IntellectEU
Experience required: 2y
English level: intermediate

IntellectEU is an international technology company focused on digital finance and emerging technologies. Today we are working with all leading blockchain providers (R3 Corda, DAML, Hyperledger, VMWare, IBM) in banking, insurance, capital markets, and telco space. 

Our growing team is looking for an **L2/L3 Technical Support Engineer** to help to build up the best Support experiences for the clients. 

This is a technical position, so you will be required to be the self-driven, proactive, and responsible team player for handling various support scenarios, including incidents, escalations, and regular tasks.

**The ideal candidate would**
- Monitor and Operate AWS Cloud-based services and infrastructure
- Ensure that the services provided to customers are continuously available and meeting Service Level Agreement (SLA) performance levels
- Raise Incidents in Service Desk and properly handle tickets till resolution
- Communicate with DevOps and Dev teams for escalations, root cause analysis, and Problem Management
- Create Runbooks, standard operating procedures, wiki documents, and checklists
- Go beyond regular Support activities and participate in Configuration, automation, or coding activities

**Must have hard skills**
- Previous experience in technical support roles, i.e. Application Engineer, Support Engineer
- ITIL concepts familiarity: Incident, Problem, Event management
- Linux command line hands-on
- Ability to work with source code to search for places where things might go wrong. Either one of the below would work:
*bash
*python
*java

**Must have soft skills**
- Self-driven and proactive team player
- Flexible for potential schedule changes due to new clients and growing projects 

**Would be a great plus**
- AWS cloud services experience
- Hyperledger / Blockchain 
- Ansible, Git
- Operations with containers: Docker, Kubernetes