Support Engineer 2nd Level

As Support Engineer you are the first technical link in our support chain. You are specialized in one of three application areas: Frontend, backend, or system monitoring and you utilize that specialized knowledge to analyze issues to their resolution. You work in collaboration with the Service Desk and L2 Support Engineers, as well as Cloud and DevOps Engineers to find solutions. You will coordinate with 3rd party vendors and internal developers as necessary, and the exposure you receive will present you with numerous career options.
• Lead Support Engineers are L2 technical problem solvers, responsible for handling client application issues within their specific area of expertise.
• Primarily responsible for problem analysis and resolution, issue escalation, cross platform collaboration.
• Application incident, problem, and change management within your specific area of expertise.
• Contribute to the continual service improvement process
• Other responsibilities as necessary:
o Maintaining accurate application and process documentation
o Contribute to Root Cause Analysis process
o Supporting the preparation and accounting of reports and service certificates.
o Coordinate and execute Hand over / Take over meetings
o Point of contact for Support Engineers
o Participate in client meeting ceremonies to improve incident handling and to train the SE team
• Participation in an after-hours on-call rotation
o Additional compensation provided for on-call.
Requirements
• Bachelor’s degree, preferably in a technical field
o May substitute appropriate combination of work experience, technical certificates, and/or Associates degree in a technical field.
• Familiarity with ITIL framework
o Foundation certification preferred
• Experience with one of the following tools:
o ServiceNow
o JIRA
o Salesforce
• 2 or more years professional experience in at least one of the following areas:
o Application refactoring or development
o Headless Frontend, Server-Side Rendering, Block Element Modifiers
o Content Management Systems - preferably Adobe Experience Manager
o E-Commerce Systems – preferably Spryker
o PHP development
o Building database queries (SQL)
Nice-to-haves
• Customer service or call center experience
• Knowledge of HTML, CSS, SCSS, JS
• Troubleshooting with browser related tools
• Experience with VueJS - ideally NuxtJS
• Monitoring Systems experience – preferably New Relic
• Ability to understand or speak German
You can also send your resume to our email address ----------