Position: L2 Support Lead
Category: Support
English level: fluent
Years of experience: 5


L2 Technical Support and L2 Lead with 4,5 years experience. 
Experienced in:
Managing L2 support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines; Working closely with development, QA and Incident management when reporting bugs and incidents; Supporting largest key customers on a daily basis; Participating in software testing and beta; Delivering performance reviews for Support agents and provide regular feedback on performance in terms of agreed-upon performance and employee development goals; Monitoring for alerts and investigate service degradations; Documenting new procedures and issue resolutions; Assisting L1 Support with their escalated issues and supplying support with documentation; Providing coaching/feedback about L1 agents to L1 management. Solving, repairing, diagnosing and troubleshooting complex customer's problems and associated equipment using advanced troubleshooting tools: Oracle Monitoring Tool, Wireshark, Sendgrid, Filezilla, Kibana.
I won't consider gambling industry offers and late/night/weekend shifts.
I am not ready to relocate.