یہ کمپنی اب اس نوکری کیلیۓ مزید سی ویزنہیں لے رہی۔

L3 Support Engineer - Kiuwan

BPOWare

درخواست بھیجیں

PKR. 150,000 - 250,000/Month

Responsibilities

Address escalations from L2 support (most challenging Support issues)Triage Support tickets and other Issue IDs received from Support and R&DCollaborate with Support on issue details
Investigate each issue to determine its nature (e.g., defect/bug, feature request, non-issue, working as designed, etc.) and document that determination within each issue using the Company process
Ensure each legitimate issue is fully reproducible, confirming or adding documented, step-by-step, reproduction details within each issue
Complete L3 issue investigations quickly and correctly to determine the root cause of each issue
Document in each relevant issue ID the root cause and supporting evidence
Document in each relevant issue ID the appropriate level of information, conclusions, and details that will quickly enable an engineer to locate and fix each issue; this includes documenting the location(s) in the source code and recommended code resolution
Collaborate with Product Management on prioritization of issues
Collaborate with R&D on issues where further technical discussion is required
Ensure the L3 Engineer process is efficient, timely, driven by written information in relevant issue management system tickets (issue IDs), and results in enabling faster Company resolution to customer issues and Support requests

Required Skills and Experience

Minimum of 2 years of experience in a customer-facing role with a SaaS software/application development company
Fluency in written and spoken English.
Availability for an 8-hour shift, Mon-Fri, within the business hours of the Central European time zone.
Strong knowledge of development technologies: .NET, C, C+, C#, Cobalt, Natural, Java, JavaScript, Python, HTML, TypescriptUnderstanding of Operating Systems and App Support for Windows, iOS, and Linux.
Knowledge of Integrations such as Jira, Jenkins, TFS, Azure DevOps, Bitbucket, GIT.Proficiency in support processes related to ticket tracking tools (Salesforce, Zendesk).
Hands-on experience with remote troubleshooting methods.
Strong written, verbal and presentation skills.
Strong problem solving and analytical skills.
Capability to work independently and collaboratively within a team.
Ability to multi-task across multiple products within different technology platforms.