Position: 2nd Line Support Engineer
Company: Onventis
Category: Other
Experience required: no_exp
English level: intermediate

At Onventis we assign teams to work with the customer needs, we don’t give them specific solutions to implement.

We strive to understand the problem first, “live it” and deliver the products which make a difference for our end users.

As we do product development, it also means a strong bond to software development teams, where the product is being designed, implemented and improved.

We invite you to join our empowered team to help us improve our product and guide customers through technical questions.

Our customer support team is based in the Netherlands and consists of 3 support engineer and 2 customer success managers, and the software development team is based in Ukraine, Dnipro.

What tools and technologies you will use:
- MS SQL Studio
- Coffee script
- Type Script
- MS Azure monitoring tools
- MS Application Insights
- Power BI
- Browser dev tools
- JIRA Service Desk
- REST APIs basic knowledge

How will you work:
- align with the team during scrum daily stand up meetings and monthly sync up meetings
- assist 1st line support team and internal organization in solving customer technical issues and questions
- act upon the agreed SLA’s with customers and meet quality standards
- investigate technical issues, use monitoring and logging tools to get to the essence of the technical problem
- provide where possible the technical solutions or the path to get it resolved; also the process-wise
- report software bugs to product development teams
- troubleshoot cloud-related issues using the internal tools and troubleshooting mechanisms
- proactively monitor the status of cloud production infrastructure
- provide backup communication towards the customers in case that would be needed
- create required documentation in Confluence

You will:
- have time to “think” and work with the team to implement the best ideas in features
- work with the product development and customer success team, who cares
- concentrate on the essence of your job
- enjoy a high-class DELL workstation with 2 monitors and licensed software
- see CORE culture (customer-oriented; open-minded; responsible; excellent) in action
- work in hybrid work schedule (home office/ in-office)
- receive high salary in EURO
- discuss feedback on your expectations and performance twice a year with your Lead
- get regular salary reviews once per year
- regular informal 1-1 meetings with your Lead
- grow professionally, working closely with highly skilled technical engineers and experiences customer relationship specialists
- get medical insurance (after trial period)
- attend workshops and conferences
- access to the e-learning platform
- 24/7 access to loft-style modern office