L2 Customer Support Engineer

London, GBTechnology & Analytics

Position Intro

Join our Earnix team in a leading fintech growth company serving the insurance and banking industries. Our Customer Support group is looking for a talented team player to join and help us with our market-leading products.


Description

We are looking for an L2 Support Engineer to join our Customer Support team. The position requires acting as the technical focal point for customers, investigating and analyzing complex customer scenarios and providing innovative solutions for their needs. The role may include other responsibilities such as team’s knowledge management, KPI analysis, amongst others.

What you’ll do:

Have end-to-end responsibility for solving L2 cases under defined SLAs

In-depth analysis of field raised issues, providing temporary workarounds while working with L3, DevOps, R&D and Product on permanent solutions and fixes

Proactively identify critical points of failure, raise flags & escalate issues that are of urgent nature

Responsible for knowledge management, training content and playbooks for all Support Tiers

Work closely with Professional Services experts and Customer Success Managers to prioritize issues, communicate status, and oversee end-to-end resolution

Participate in the team’s on-call rotation 

Requirements

You’ll do it using: 

2+ years of experience as a Tier 2 engineer in SaaS organizations in a B2B customer service/support setting – A must

1-2 solid years of experience with AWS, Google Cloud or Azure work experience/certification - A must 

Outstanding interpersonal skills with a service-oriented approach

Excellent problem-solving skills with a desire to learn and take on responsibility

Detailed-oriented, motivated self-learner and amazing team player

Exposure to and experience with Linux, Windows, container engines, Bash, and Python

Experience with JBoss, PostgreSQL, Containers and Java - an advantage

Advanced understanding of networking – an advantage

Ability to work in a fast-paced and dynamic environment


You’ll excel by: 

Excellent communication skills -with customers and colleagues alike

Collaborating closely with colleagues across all company departments.

Can do approach.

Being resourceful and creative.


You’ll love it because:

This is an incredibly impactful role in the organization.

You will have the opportunity to work in a successful, fast-moving, mission-driven company.

You will have autonomy and growth opportunities.

You will collaborate with other creative and enthusiastic team members.

Earnix has competitive benefits with an all-for-one mentality.

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