Tier-3 Support Engineer

We are Earnix

Description

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. 

Job Description:

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.

Responsibilities:

  • 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

Requirements

Requirements:

  • 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

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