Position: Middle Tier 3 Support Engineer
Company: Intersog
Experience required: 2y
Category: Support
English level: upper
Published: 2021-03-01T00:00:00+02:00

We’re looking for a **Middle Tier 3 Support Engineer** to join a team of our customer who 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.

**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;
- Upper-Intermediate level of English.

**Nice to have:**
- Flexibility to work with American time zones when needed.

**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.


**We offer:**
- Competitive compensation based on your skills, experience, and customer satisfaction;
- Opportunity to work on challenging and exciting international projects;
- Flexible working hours and the possibility to work remotely when needed;
- Regular performance evaluation twice a year;
- Long-term contract with 20-25 paid time off working days (for vacation, sick, and personal leave);
- Corporate English courses from A1 to C1 level and monthly English-speaking clubs;
- Compensation of professional conference attendance according to the corporate policy;
- Compensation of medical insurance/gym according to the corporate policy;
- Casual, friendly, and family work environment, flat organizational structure;
- Regular knowledge sharing meetups and various corporate events (such as the company’s Birthday celebration and summer family party);
- Newborn and wedding bonuses;
- Gameroom with a lounge zone, PlayStation, and sports equipment;
- Travel and visa assistance for employees;
- Coffee, cookies, nuts, and dried fruits for a productive day;
- Friday brunches with fresh bakery;
- Yoga lessons;
- Secure bike storage (Odessa).