Tier-2 Support Engineer

We are Earnix

We enable insurers and banks to provide faster, smarter, and safer prices and personalized products. With our products, insurers and banks can offer personalized value to every customer, every time, and in full alignment with their corporate business strategy, goals, and objectives.

With over 80 customers across the five continents, Earnix has been consistently innovating for Banks and Insurers around the globe. We have offices in the Americas, Europe, Asia Pacific, and Israel. ​

Description

We are looking for a Tier-2 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 other.

Responsibilities: 

o Have end2end responsibility for solving Tier-2 cases under defined SLAs

o In-depth analysis of field raised issues, providing temporary workarounds while working with Tier-3, DevOps, R&D and Product on permanent solutions and fixes

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

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

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

o Participate in the team’s on-call rotation 

Requirements

o 2-3 years of experience as a Tier-2 engineer in SaaS organizations in a B2B customer service/support setting – A must

o Great interpersonal skills with a service-oriented approach

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

o Detailed oriented, motivated self-learner and excellent team player

o Proficiency in communication and presentation skills, both written and verbal (English and Spanish)

o Experience with Linux, Container engines, Windows, Bash and Python

o Experience with AWS – a strong advantage

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

o Advanced understanding of networking – an advantage

o Ability to work in a fast-paced and dynamic environment

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