Position: L2 Support Engineer (with JS experience)
Company: Sombra
Experience required: 1y
Category: Node.js
English level: upper
Published: 2021-10-01T00:00:00+03:00

To handle inbound issues that are escalated from operations personnel and customer service. This relieves application development engineers to focus more time on development and L3 support. A Level 2 Support Engineer will develop a broad understanding of the domains within the platform and how a customer interacts with each domain. Strong demonstration of capability in this role can springboard into a product application development engineer or site reliability engineer role in the future.

**Requirements:**
Computer science related degree or equivalent work experience;
Technical background in software development or in customer support;
Able to read and understand javascript applications;
Able to communicate effectively in English both verbally and in writing;
Ability to quickly learn new skills and technologies.

**Responsibilities:**
Communication:
Monitor and respond to service now tickets in a timely manner;
Convert on-call tickets into Jira tickets with a detailed explanation of the problem and resolution plan;
Create and update technical support documentation;
Monitor and respond to service now tickets immediately.
Technical :
Escalate issues appropriately;
Investigate and fix bugs based on priorities;
Manage/support production releases;
Provide technical report/status updates for application development leads;
Investigate backlog CR’s, refactoring, upgrade frameworks/services;
Join application development teams to meet deadlines (new features development);
Reduce the burden on the application development team to support production.

**What we offer:**
50% cost compensation for attending courses and seminars on self-development;
Cost compensation for sports activities (6000 UAH per year);
Regular Performance Review;
Career opportunities;
Internal University;
English training courses at the office;
Annual paid vacation (18 working days);
Paid sickness leave (10 working days);
Corporate doctor;
Yearly Health Check-Up;
Corporate events.