Position: Technical Support Engineer(NOC)( EU,US,ASIA Bussiness hours)
Category: Support
English level: upper
Years of experience: 6

Successful Implementation and Support around many different customers from the globe.
Participation in organization of a successful implementation  support team(L2) with the transfer of knowledge to L1
Good organization and communication skills.
Strong aptitude for attention to detail.
Huge stress resistance
Database: MS SQL, DBeaver
Tools: MS SQL, DBeaver, Kibana, Grafana, Postman, Zendesk, JIRA, Confluence  
Additional technologies: OOP(Basic), TCP/IP, REST API, ITIL, ITSM
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.  
• Support of service platforms and troubleshooting and process information requests (SQL queries to Server DB).  
• NOC Engineering (Grafana)
• API calls creation, the configuration of API calls
• Incident Management 
• Provide 2nd tier support maintaining SLA response time frames  
• Documenting troubleshooting and problem resolution steps. 
• Interact with developers, account managers, business people, and subject matter experts in order to collect  relevant needed technical information  
• Elastic Search for big-data analysis  
• Analysis of issues with system core;
• Review, analyze, solve and determine the types of resolution or escalation paths for the incidents/cases according to the knowledge base, instructions and procedures; 
• Generate trouble tickets, record details of incidents, and track open tickets/problems till resolution using the company's incident management system;
• Training of the L1 of technical support
• Bug reporting, Bug creation, Black-Box Testing, Sanity testing, Functional testing, Smoke testing
Promotion to python development as support