Position: Product Support Engineer
Company: Globallogic
Category: Support
Experience required: 2y
English level: intermediate

**Experience in customer support/product support activities:**
- good English (chat, email, SalesForce, NetSuite)
- deep cooperation with R&D department
- strong troubleshooting skills
- team-player
- service-orientation

**Would be a plus:**
- Experience with  Jira / Confluence
- Black-Box testing
- C# and MySQL
- Knowledge/Experience in Bash/Shell.

**Job Responsibilities**
Support engineer for situation management division.
Focusing mainly on customer cases investigation and system troubleshooting.
As part of the support team you oversee customer cases by analyzing and investigate bugs, reproducing cases on a live setup and troubleshooting live systems. You will divert the case to the correct R&D team and provide them with clear guidance to help resolve the issue. Once R&D have resolved the issue you will confirm the fix and update the field engineers.

**Department/Project Description**
The Product is a situation management software platform that enables situation planning, response, and analysis for the security, safety and emergency markets. By integrating and correlating information from multiple and diverse systems across the organization and coordinating response actions, the Product ensures that everyone in the operational chain knows what is happening and what to do. The team designs, implements, and deploys gateways between the Product and 3rd party systems like access control, fire security, video surveillance.