Position: Technical Support Engineer – Ecommerce
Company: Adraba
Category: Support
Experience required: 2y
English level: upper

**Product Description**
The company assists more than 4 million students to succeed in school and college. Students can buy or rent versions of books from a huge online library. The online “Study chapter” helps students to increase skills in various disciplines, like algebra or calculus, and pass online exams. Teachers are always available online and ready to help students to study new things. The plagiarism checker solves the problem related to intellectual property. 
 
**Job Description** 
As a technical support engineer, you’ll resolve production issues escalating in e-commerce backend systems. You’ll be part of the eCommerce engineering team located in Israel & US and it’s an excellent opportunity to be exposed to mission-critical systems that are used to operate an evolving tech stack (AWS, Containers, Java and Springboot).
 
**Responsibilities:**
- Troubleshoot issues escalated by our monitoring systems in a timely manner while communicating clearly and efficiently with internal and external stakeholders.
- Work on Monday-Sunday on-call shifts (7 am-7 pm Ukrainian Time).
Communicate directly with the engineering team, product management, and 3rd party services tech support.
- Resolve software issues by running pre-existing runbooks and demonstrating the ability to isolate the root cause.
- Manage and report critical incidents to the engineering team and determine course of action.
- Use application logging systems (e.g Kibana, NewRelic) and SQL queries to analyze incidents.
- Provide informative and well-organized feedback within the engineering team about new trending issues.
- Author and review runbooks content to promote quicker resolution for future issues.
 
**Qualifications:**
- At least 2 years in software technical support role.
- Knowledgeable in Java, Git, and software release cycles. Will be development tasks - is preferable **but not must.** 
- Excellent written communication and verbal skills.
- Strong analytical and problem-solving skills.
- Proficiency in SQL.
- Comfortable using application logs (e.g. Kibana), errors, and exceptions to investigate issues.
- Advantage - familiarity with AWS CloudWatch, New Relic, NetSuite, OMC, and the eCommerce domain.