Position: SaaS, L3 Technical Support Engineer (English)
Company: SupportYourApp
Experience required: 2y
Category: Support
English level: fluent
Published: 2022-01-01T00:00:00+02:00

**What You Will Do:**

- Handle tickets that are escalated to L3 from L2 and if they are unable to solve the issue;
- Escalating unsolvable issues to R&D (creating tickets in Jira);
- Hold screen-sharing sessions with customers when in need to access their environment;
- Provide standby to L2 agents on certain screen shares;
- Being the liaison between R&D and the customer for any bugs/code fixes they might have;
- Work closely with other departments and teams to meet and exceed customers expectations.


**What Do You Need To Succeed:**

- Outstanding English communication skills written and verbal, C1 level;
- Proven experience in L1-L2 Tech Support;
- Be able to debug JavaScript (do not have to know how to code);
- Experience and knowledge of ticketing systems, environment monitoring tools, etc. (we use Jira, Salesforce, DataDog, Imply, MySQL);
- Understanding of IDP configurations, Single Sign On, GPO/SCCM management, troubleshooting browser extensions, etc.;
- Analytical & troubleshooting skills;
- Hands on working knowledge of customer relation management, ticketing and tasking products.

**Will Be a Plus:**
- Background in QA.

Benefits:
- Remote work from Ukraine;
- Schedule: 15:00-00:00 with one-hour break, no night shifts, fixed weekend;
- Competitive compensation in USD;
- Financial and professional growth;
- Paid intensive training and trial period;
- Great management with no bureaucracy;
- Good bonuses for referring friends (referral program);
SupportYourApp Medical Policy.

The cherry on top is you'll get an IT business and support skill set second to none.