Role Objectives As a Technical Support Engineer II, I diagnose and troubleshoot technical issues, ensuring adherence to SLAs. I collaborate with engineering teams to escalate and resolve production problems, communicate with various stakeholders, and conduct daily health checks and monitoring. Additionally, I provide guidance to team members, prepare detailed incident reports for management, and analyze recurring issues and trends for proactive resolution. Roles & Responsibilities:
● Diagnose and troubleshoot technical issues, serving as the first line of support to ensure swift resolution.
● Handle support tickets received through various channels, ensuring resolution within the agreed Service Level Agreements (SLAs).
● Communicate with the engineering team to escalate production problems, discuss solutions, and share technical logs for thorough issue resolution.
● Liaise with various stakeholders, including commercial, operations, and engineering teams, to address and resolve technical issues efficiently.
● Conduct daily health checks and system monitoring to proactively identify potential issues.
● Provide support and guidance to team members in their daily tasks, fostering a collaborative work environment.
● Prepare detailed reports for global incidents and share insights with the management team for informed decision-making.
● Analyze recurring issues and abnormal trends to develop and implement effective long-term solutions.
REQUIRED EDUCATION, KNOWLEDGE, AND SKILLS
● Bachelor degree in Information Systems, Computer Science, or related field.
● 1-2 years of experience as a support engineer.
● Familiar with database, scripting, APIs & basic programming concepts.
● Excellent presentation and communication skills.
● Excellent analytical and problem-solving skills
● Highly organized with strict adherence to deadlines.
