Job Description

Description:L2 Support Expert is software focused, technology savvy and forms part of our Global Customer Support teamThe role requires strong technical skills, good communication skills, troubleshoot issues, identify workarounds and solutions, as well as juggle several tasks at a time.The incumbent is accountable for the individual achievement of SLA targets and manages and maintains the tasks queue.Responsibilities:Ability to keep Customer at the forefront of all requests and advocate for the Customer\xe2\x80\x99s needs at all times.Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.Identify, resolve or manage the resolution of system issuesTroubleshoot platform issue raised by clients and escalate to the next level if can\xe2\x80\x99t be solved beyond the expertiseCommunicate to other department and teams keeping stakeholders and management informedUpdating and managing Knowledge baseManage escalation process of issues from L1Mentor Technical Support Specialists (L1) to help them understand more complex issues/ configurationsOwn and track tasks within SLAsRequirementsExperience in software testing and correctionMust be willing to work under shiftConsistent performance under pressureDemonstrated success at troubleshooting and excellent communication skillsITIL CertificationStrong knowledge/skills in at least 4 areas from the list below:

• No-SLQ (Mongo)

• Linux/UNIX systems

• JSON and XML syntax

• RESTFul API

• GIT (understanding, work experience)

• Basic scripting and programming: XML, JavaScript and Bash

Desirable knowledge/skills:Jenkins (ability to develop jobs)Knowledge of AWS CloudWatch or MS AzureExperience in Confluence apps (Connect, Jira)Message Broker system (AMQ)Click apply or email your resume to

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