Tier 2 Technical Support Specialist

August 26

Apply Now

Receive Emails with Similar Jobs

Eltropy

WebsiteLinkedInAll Job Openings

Enterprise Content marketing • Omnichannel • Content Automation • Conversational Commerce • Real-time Tracking

51 - 200

💰 Venture Round on 2021-06

Description

• We are looking for Tier 2 Technical Support Specialist who will be able to lead, collaborate, prioritize • Innovate, prioritize bugs affecting customers, contain them with workarounds, and champion fast fixes by Engineering. • Work directly with financial institutions’ technology experts IT networking and security experts to troubleshoot and resolve reported networking and integration issues • Pinpoint and visualize bugs and failures using detailed server logs • Mentor the Level 1 Support team as they triage, diagnose and resolve support tickets • Create and update instructions, procedures and customer-visible help articles in Confluence • Prioritize bugs affecting customers, contain them with workarounds, and champion fast fixes by Engineering • Drive product enhancements that will accelerate and facilitate customer self-onboarding and self-support • Create dashboards and alerts of problems so that we can resolve them before customers even see them

Requirements

• Bachelor's degree in a Computer Science related field or equivalent practical experience • Understanding of networking and cloud computing. • Prior work experience of 2+ years in Enterprise SaaS companies in a support capacity • Working with or in a credit union • Working with mobile and web applications in the B2B space • Working with remote, global, and cross-functional teams and an understanding of SaaS business models • Participation in parts of the software development lifecycle • Skills: Critical thinking ability - Passion to do whatever it takes to solve complex problems and build scalable processes • Demonstrated ability to pull a customer into an ad-hoc troubleshooting call and lead that call to resolution without support. • Be able to work independently; anticipating and resolving problems. • Highly organized with strong project management skills and attention to detail • Adept at analyzing large sets of data to generate meaningful insights • Possess strong decision-making and prioritization skills • Motivated towards working in a startup environment