This job is no longer available.
You can view related vacancies or set-up an email alert notification when similar jobs are added to the website using the buttons below.
BACK TO LISTING

3rd Line Engineer IT (Technical support engineer)

Attractive Salary Package

OPPORTUNITY DETAILS

SUMMARY

Our client is hiring a 3rd Line Technical Support Engineer to join the team.

A suitable candidate should be a motivated and multi-skilled individual that meets the requirements of the role.

DUTIES TO INCLUDE

  • Serve as an escalation point for Line 1 and 2 Support engineers to provide advanced diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product-related issues while maximising customer satisfaction.
  • Provide custom code solutions for specific customer needs and augment productised solutions.
  • Work with our R&D team to resolve complex matters.
  • Escalate product bugs and productise common custom code solutions.
  • Gather and analyse information, evaluate impacts, and resolve or escalate issues as needed.
  • Manage customer and internal stakeholders’ expectations around resolutions and timelines.
  • Ensure support service level agreements are managed and met.
  • Deliver training sessions and webinars about products for internal personnel.
  • Flexibility in participating in a rotational on-call schedule during extended shifts (weekdays) and weekends and retail holidays as needed.
  • Act as a Customer-facing subject matter expert.

KEY REQUIREMENTS

ESSENTIAL

  • Fluent in English is mandatory.
  • Experience with JavaScript, HTML 5, CSS 3.
  • Experience with SQL or other query languages.
  • Experience in providing customer-facing support to Enterprise Accounts.
  • Knowledge of modern JavaScript (ES 9), including common patterns and SPA frameworks.
  • Bachelor's degree in computer science/Information technology or equivalent.
  • Ability to work in a fast-paced start-up. SaaS environment in high-pressure situations.
  • Strong communication and interpersonal skills.
  • Experience working with an international team is a plus.
  • Experience with JIRA is a plus.

DESIRABLE

  • Full proficiency in any other European language is a plus.
  • Experience analysing performance using performance monitoring software such as Google Lighthouse.
  • Experience with Git or other version control software.