Position: L2 Support Engineer
Company: Trembit
Category: Support
Experience required: 3y
English level: upper
Published: 2023-04-01T00:00:00+03:00

Our customer is a global leader in security offering innovative products and services to protect and control the flow of people, and to safely secure valuables. The company offers solutions to customers in retail, public transport, public and commercial buildings, industrial and high-risk sites and banking. We operate worldwide through our 3,300 employees, 25 country locations and 10 production facilities. 

Product: Number of products related to hardware safe vaults.
Team: Management team resides in Italy, team consits from engineers across Ukraine and Europe (around 20 in total).
Project duration: 12+ months
Development stage: In progress

Must have skills (hard, technical): 
English level: at least Upper Intermediate. 
Engineer should be qualified IT technician, that can solve both physical problems, phone issues, install software, make OS configurations etc. 

Must have skills (soft):
- Effective communication: The ability to convey technical information clearly and concisely, both in writing and verbally, to a diverse audience, including non-technical staff.
- Active listening: Paying close attention to others, understanding their points, and asking appropriate questions to ensure clear and accurate comprehension of their concerns and issues.
- Problem-solving: Identifying problems and using logic, creativity, and critical thinking to develop and implement effective solutions.
- Teamwork and collaboration. 

Tasks:
- To be a middleman between L1 support, and engineering team. 
- Understand underlying customer needs from L1 team feedback. 
- Bring that information to engineering team, propose and ideate new features. 
- Build an effective communication channels between all participants. 
- Teach L1 team to work with the hardware products.

Education: Ideally bachelor degree in technical discipline. But could be other education level, if relevant experience is present. 

Interview stages: 
Technical part (1 stage): tech interview with СТО;
Final part (2 stage): interview with customer. 

Location: Frequent business trips to the company's main office located in Italy are possible (paid for by the company), full relocation is welcome.