Technical Account Manager - Level 2

August 26

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Neptune Retail Solutions

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1001 - 5000

Description

• Main escalation point for Level 2 Support for technical support issues. • Be prompt and provide high quality service and leadership to align with customer goals and requests. • Requires the ability to take full ownership and control of an issue, to develop and maintain excellent relationships with all our clients and partners, and to help continuously improve the support service to maintain a high level of client satisfaction. • Lead interaction and collaboration with other teams such as Engineering and Support as needed to address escalated issues. • Gain a technical and functional understanding of the platform architecture. • Expertise in analyzing logs to isolate problems. • Expertise in querying DB and analyzing the data returned as part of troubleshooting the issue. • Collect logs and data to assist in ongoing investigation of underlying defects. • Interact directly with our partners and clients to resolve technical issues in a timely manner. • Work with other teams to identify and report defects, find incident fixes and validate enhancement requests. • Notify the management team of any potential escalations. Escalate where appropriate. • Mentor and train Tier 1 support members.

Requirements

• Bachelor's degree (or equivalent) with at least 3-4 years hands on experience in code development and/or technical support. • Exceptional written and oral communication skills, including documentation. • Past coding experience in core web technologies; Java or ASP.Net or Python • Ability to trace and debug Web applications. • Understanding of one or more relational databases (MySQL, SQL Server, Oracle), including the ability to run queries and analyze the output. • Comfortable with Windows and Linux Server operating systems. • Experience with JavaScript and HTML. • Understanding Java, Spring framework and how REST APIs work. • Perform analysis and tune operating system and web technology performance. • Working knowledge of Cassandra. • Experience with enterprise monitoring systems like Nagios, Splunk, Extra Hop or Systems Center is highly desired. • Knowledge of at least one scripting language: Python, Perl, Ruby, Bash, Java, C++, Powershell, etc. to automate tasks and gather data.