Position: L2-L3 Support Engineer
Company: GlobalLogic
Experience required: 2y
Category: Support
English level: fluent
Published: 2021-09-01T00:00:00+03:00

Job Description:
- 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

Job 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

 
Department/Project Description:
Customer – US-based leader in automated car wash systems. Project is aimed towards the development of a brand new hybrid platform that is aimed to replace current legacy solutions and open the new business potential for the client. We are looking for people willing to work in a fast-paced, solutions-oriented and creative environment.