Position: L3 Support Engineer (V)
Company: Exadel
Category: Support
Experience required: 2y
English level: intermediate

Today, over 10,000 organizations in more than 180 countries, including over 80 percent of the Fortune 100 companies and government agencies worldwide, use customer’s Actionable Intelligence solutions to power their clients engagement and cyber intelligence operations.

With over two decades of experience helping more than 10,000 organizations worldwide create lasting value, the customer is a global leader in client engagement. 

Moreover the customer is a leading global provider of security and intelligence data mining software. His Intelligence-Powered Security product portfolio is deployed in over 100 countries, helping government, critical infrastructure and enterprise organizations neutralize and prevent terror, crime and cyber threats. In other words you will work with a technology innovator backed by amazing people!

About the Project:
We’re developing two applications for the customer.

The first app enables the customer’s employees to enjoy the benefits of the engagement optimization suite while on mobile. The app is a unified extension of the core solution. It engages and empowers employees by delivering on-demand actionable intelligence on the go.

Employees can:
- View their daily and future schedules, as well as their performance scorecard
- Submit, edit, waitlist, and withdraw time off requests and other schedule changes
- Stay informed of changes as they happen

The second app extends the functionality of customer’s workforce optimization by providing supervisors and managers with anytime, anywhere access to information that helps them manage employee scheduling and time off requests.

Project Stage:
Development

Project Team:
2 iOS Developers, 2 Android Developers, 1 Business Analyst, 2 Back-End Developers, 1 Scrum Master, 1 Project Manager, 1 QA Lead.

Requirements:
2+ years of experience in a technical support or troubleshooting role preferred
Hands-on experience in networking and security
Experience working with cloud, mobile apps
Good knowledge of Apache Tomcat
Experience with Redis
Ability to provide technical support for web-based systems with minimal oversight
Customer-focused attitude and a passion for creative problem solving
A self-starter with demonstrated ability to work independently and creatively
Ability to translate technical information for non-technical users
Ability to identify gaps in internal tools and work with internal teams to build tools
Comprehensive understanding of support metrics and reporting

Nice to have:
Flexibility to work with American time zones when needed

English level:
Good English (written and spoken)

Responsibilities:
Serve as the final technical escalation point for customer support line calls and emails
Work with customers to find the root cause for bugs/issues, and if necessary create engineering tasks and partner with engineers to resolve issues
Research integrations and work with customers to set them up
Field customer support requests, analyze problems, place outbound calls to collect information, provide answers, and communicate solutions back to the customer
Track open issues, proactively monitor them, and communicate with customers to ensure satisfaction
Acquire and document in-depth technical knowledge of the company products and services
Maintain a high level of awareness to email security topics, fraud and spam risks, prevention techniques and technologies