Position: Lead L2-L3 support engineer IRC149543
Company: Global Logic
Category: Support
Experience required: 5y
English level: upper

Description:

We are seeking to hire an experienced services team engineer to lead our Support team.

Are you a talented Application Support Lead who can co-ordinate and motive the team, has a passion and desire for customer service, and to excel in their role? Application Support Lead will be responsible for providing technical solutions and advice for the software products provided by the business. The role is instrumental in working with the L1 support teams and delivering improvements in customer support and experience

The right candidate should be a natural problem-solver and a strong communicator. This person will work in close collaboration with R&D, Customer Success, and Product Teams. This role will be engaged in cross-platform projects and strongly influence the product’s evolution by providing valuable feedback to help shape the future of our product development.

This is an exciting time to be part of a growing platform development team where you will be able to make a difference and realize personal development.

About customer, project

Our client is a business solutions company that provides technology and marketing support to enhance the consumer’s experience and the operational efficiency of a car wash. Client provides the business “know-how” to transform most car washes into profitable, thriving businesses.
As a leading provider of “turnkey” car wash solutions, our clients’ suite includes a complete offering of fully customizable point of sale and tunnel control software. Client provides hardware, support, and business solutions, including human resources, marketing, and solution-specific site-improvement planning.

You would be surprised by the complexity of technological solutions in a modern car wash!

Requirements:

* 2+ years of experience as Customer Support Team Leader (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;

* Good understanding of ITIL, ITSM

* Experience in SQL querying and managing data

* Ability to perform log level analysis

* Good reporting and prioritization skills;

* Structured and process-oriented

* Good skills to build business relations with Management, teammates, colleagues;

* 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;

Preferences:

ITIL, ITSM tools, C#, .NET Core

Responsibilities:

* Act as L2-L3 support team lead, means assess issues and provide solutions for problems that cannot be handled by tier 1

* Support in incident management after deployment

* Own / handle and lead the resolution process for the cases raised by our customers

*Perform log level analysis

* Handle the communication between R&D, operations, and Tier 1 Customer support team

* 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

* Prepare & submit RCA for critical cases (if required)

* Efficient team management that requires your continuous engagement in team’s life.

* Ensuring that SLAs are met and are relevant to the current workload/release.

What You’ll Do

* Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution, and communication

* Serve as point of contact for customer escalations and ensure customer issues are resolved meticulously

* Work with R&D and product teams on escalations and product enhancement requests

* Enrich our client knowledge base with relevant technical information

* Create and lead support improvement processes across the product

* Provide product feedback and insights to the business and R&D teams

* Manage various internal projects; training, ensuring support readiness for new feature releases, etc.

What We Offer

Exciting Projects: With clients across all industries and sectors, we offer an opportunity to work on market-defining products using the latest technologies.

Collaborative Environment: You can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment â 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 work schedules.

Professional Development: We develop paths suited to your individual talents through international knowledge exchanges and professional certification opportunities.

Excellent Benefits: We provide our employees with private medical care, sports facilities cards, group life insurance, travel insurance, relocation package, food subsidies and cultural activities.

Fun Perks: We want you to feel comfortable in your work, which is why we create good working environment with relax zones, host social and teambuilding activities and stock our kitchen with delicious teas and coffees!

About GlobalLogic

GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world.

By integrating experience design, complex engineering, and data expertiseâwe help our clients imagine whatâs possible, and accelerate their transition into tomorrowâs digital businesses.

Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries.

GlobalLogic is a Hitachi Group Company operating under Hitachi, Ltd. (TSE: 6501) which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business.