3rd Line Engineer IT (Technical support engineer)

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.