Position: L3 support engineer for Collaborative Sales Platform, GMT-4 time zone
Company: Xenoss
Category: Support
Experience required: 2y
English level: upper
Published: 2022-11-01T00:00:00+02:00

Support Engineer who is interested to proactively monitor customer and other production issues, raise tickets and send reports — Xenoss is looking for you.

As an L3 Support engineer, you will help to solve technical issues. You must be able to communicate technical issues to clients and developers. You will Review the initial requirements provided in the ticket, screen, assign to the proper queue and owner, and reproduce the issue if possible. In case the issue is "show-stopper" you will we have ability to fix it and deploy by your own.

**Must-have skills**
B.Sc. in Computer Science or Information Systems
Any Java certification or other (preferred)
3 or more years of technical support, customer success in the software industry
A strong technical background with excellent problem solving and multi-tasking skills
A proficiency in communication and presentation, both written and verbal (in English)
High availability and commitment to customers at any time
Strong background in Java or other back-end language

**What you will do**
Provide technical assistance and support
Diagnose technical field issues down to root cause such as storage loss of access and performance problems
Work with the development teams for problem resolution such as performance, and interoperability/functionality
Reporting bugs to the Engineering team, tracking them through to resolution
Troubleshooting problems with our customers via email & chat channels.
Initiate, manage, and document reports
Read and analyze logs. Investigate specific issues and find trends in log files

**Nice-to-have skills**
Experience with Elasticsearch stack
Experience using tools used to retrieve data from APIs such as Postman
Experience working with complex Web development projects

**What you get**
Teams of people who love programming
Complex technical challenges
Freedom to make your own engineering decisions and broad space for creativity
Modern technology stack to work with
Work remotely or from the office options on a flexible schedule
Long-lasting projects
Financial compensation for professional events and education
Above-market compensation