Position: Senior L2-L3 Support Engineer
Company: GlobalLogic
Category: Other
Experience required: 3y
English level: upper

**Description:**

We develop a POS solution that allows providing attended (employee) and unattended (customer) tunnel car washing service. There are two labs:
1. One in the USA (Ohio)
2. One in Ukraine (Lviv)

Both support the USA and Canadian market. One hardware set includes several points on sale, a set of different sensors, readers and cameras, payment terminals, servers, automatic gates.
Ukrainian team develops a PWA application and a hybrid web application (.Net & Angular) that operates on hardware & cloud and supports full customer flow: from customer recognition or account creation to sale & directing their car to a tunnel. All embedded development is on the client’s side. Some teams have hardware dependencies based on the areas of the application they work with, meaning office presence is necessary.

**Flow.**
SCRUM, 2-week sprints, releases strictly every 3 weeks + updates on demand. Sprints include mandatory daily stand-ups, grooming, planning, demo, and retro sessions.

**L3 Team.**
Support lead, 1 senior & 1 strong junior L3 support engineer. Daily standups, cooperation with scrum teams, participating in internal & external bug triage sessions and syncs.

Lviv, LWO-2 lab attendance is a must to operate with Hardware.

**Requirements:**

- 2+ years of experience as Customer Support Engineer(L1, L2, or L3)
- 3+ years of experience with technical support / QA / data analysis/ development/ technical account management
- Fluent in English is a must
- Strong HW/SW problem-solving and troubleshooting skills;
- Experience in SQL querying and managing data
- Ability to perform log level analysis
- Good reporting and prioritization skills;
- Structured and process-oriented
- Exceptional troubleshooting, problem-solving, customer service, and analytical skills
- Self-learning ability, self-motivated and team player
- Computer Science fundamentals knowledge
- Good experience in manual testing
- Ambition to learn new systems, procedures, techniques in a short period of time

**Responsibilities:**

- Act as L2 Support Engineer, means assess issues and provide solutions for problems that cannot be handled by tier 1
- Managing incidents’ life cycle until they are fully resolved or providing a workaround solution.
- Support in incident management after deployment
- Perform log level analysis
- Work closely with RnD and QA for escalated issues
- Constant monitoring on the case status
- Communicating directly via chat, meeting, and e-mail in a professional manner and send regular updates until the case/defect gets resolved
- Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution, and communication
- Work in our laboratory for effective incident resolution and service assessment from the end customer’s point of view
- Work with R&D and product teams on escalations and product enhancement requests
- Enrich our client knowledge base with relevant technical information
- Provide product feedback and insights to the business and R&D teams

**What We Offer**

Exciting Projects: Come take your place at the forefront of digital transformation! With clients across all industries and sectors, we offer an opportunity to participate in creating market-defining products using the latest technologies.

Collaborative Environment: Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!

Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible opportunities and options.

Professional Development: Our dedicated Learning & Development team regularly organizes certification and technical/soft skill training to help you realize your professional goals.

Excellent Benefits: We provide our consultants with competitive compensation and benefits

Fun Perks: We want you to love where you work, which is why we host sports classes, cultural, social and team-building activities such as sports competitions and end-of-year corporate parties. Our vibrant offices also include dedicated GL Zones and rooftop decks where you can drink coffee or tea with your colleagues over a game of table football or darts!