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Posted Mar 06, 2024 304 views
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.
Skills
Job Details
Industry:
Functional Area:
Total Positions:
1 Post
Job Shift:
Second Shift (Afternoon)
Gender:
No Preference
Minimum Education:
Bachelors
Career Level:
Experienced Professional
Minimum Experience:
2 Years
Apply Before:
Apr 07, 2024
Posting Date:
Mar 06, 2024
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