Position: Support coordinator leader
Company: Pillar
Experience required: 1y
Category: Support
Published: 2020-05-01T00:00:00+03:00

RGE is looking for a support coordinator leader which will be a call
center for monitoring the operations system.
In this role you will operate the appropriate staff according to the situation.
In addition, you will be responsible for managing a support team and you
will form direct contact with the customer.
The ideal candidate will provide highest-level of technical support to help
resolve customer problems, be able to work independently, and have a
passion for delivering excellent customer experience. 

Responsibilities
• Monitor RGE'S operations system (Opsgenie) from Alerts and deal manly
with P2 and P1 issues.
• Be available in a channel (e.g. Slack) for issues discovered by users /
service team (customer service etc).
• Document Procedures, Network Diagrams etc.
• Deploy new versions and ensure their stability after deployment
• Participate in planning meetings (and similar).
• After receiving an alert or issue is identified:
1. identify the system causing the issue (e.g. CDN, Backend, Application,
Video server).
2. Collect relevant data, logs, details (e.g. HTTP errors etc)
3. Open a well-defined ticket to the relevant vendor
4. Working with the vendor to further identify/understand the cause
5. Monitor SLA

Requirements:
• English Speaking – Must
• OTT knowledge – Must
• Experience with Network data gathering and investigating
(Charles Logs, Wireshark etc).
• Experience with Documentation creation
(Network Diagrams, Operational Procedures, Troubleshooting Guides etc).
• Technical skills.
• A responsible and dedicated person.
• Experience in team management.
• Experience in the customer support department.

What we offer:
• Paid 12 days of vacations and 10 sick leaves per year
• Life and health insurances
• Gym compensation
• Free English classes (including lessons with native speakers)
• Mentorship and career planning
• Events, education and training at the expense of the company
• Social events
• Games area & Library Services