Technical Support Engineer, Advanced - 10121

About the role

As an Advanced Support Engineer, you will ensure our Global Support delivery teams get issues to root cause in a timely manner. You will provide additional expertise in troubleshooting issues, and reviewing issues going to Development and Cloud Operations to ensure technical accuracy and contribute to meeting SLTs by providing quick and detailed responses on customer issues.

What you'll do

• Troubleshoot and resolve product issues independently: Review and evaluate support defects and requests in order to resolve the issue or provide direction on the best…
• Follow recommended Best Practices for ticket quality, troubleshooting, and managing workload via global queues
• Work cases with support staff: Provide instruction and feedback on best practices for documenting issues and creating ADV tickets
• Educate the support staff: Contribute to development of training materials and participate in training sessions for the Support delivery teams in the Americas
• Apply your knowledge of both system and application programming by using Ruby on Rails, SQL, Bash scripts, XML, cXML, XSLT, DOM, HTML

What you need

• 4–6 yrs of experience
• Troubleshooting
• Linux
• SQL
• REST APIs
• IAM
• Internal controls
• Any graduate

Good to have

• HTML
• AWS
• Elasticsearch
• Grafana
• Ruby
• Bash