Tier-3 Support Engineer
We are Earnix
We believe that for Financial Institutions, personalization is key to increased customer satisfaction and loyalty as well as to improved business results.
Recognizing the complexities of financial products, Earnix provides an end-to-end Pricing and Product Personalization Software Suite, driven by world-class data science, analytical modeling tools, and integrated machine learning.
The Earnix 3D Personalization Suite empowers Financial Institutions to offer the RIGHT PRODUCT, at the RIGHT PRICE, at the RIGHT TIME, WHILE MAXIMIZING BUSINESS KPIs, ensuring governance & compliance, and improving the enterprise-wide end-to-end product personalization and pricing process.
We are looking for a Tier-3 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, among other.
Have end2end responsibility for solving Tier-3 cases under defined SLAs
In depth analysis of field raised issues, providing temporary workarounds while working with DevOps, R&D and Product on permanent solutions and fixes
Monitor the production systems, identifying malfunctions & providing proactive support
Addressing trends identified in Support; Identifying product weaknesses in terms of serviceability, supportability and robustness and provide suggestions and feedback to R&D & Product
Responsible for knowledge management, training content and playbooks for all Support Tiers
Work closely with the company’s customer facing teams and directly with global clients
2-3 years of experience as a Tier-3 engineer in SaaS organizations
Great interpersonal skills with a service-oriented approach
Excellent problem-solving skills with a desire learn and to take on responsibility
Detailed oriented, motivated self-learner and excellent team player
Fluent English - must have excellent English reading, writing and speaking skills
Experience with Linux, Windows, Bash and Python
Experience with AWS – a strong advantage
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