L2 Support Engineer in FluentPro

FluentPro Software is a leader in migration, governance, administration, business intelligence, and integration software for companies that use Microsoft Project Portfolio Management solutions.

The 2nd line Customer Support Engineer is a direct point of contact for 1st line customer support engineers who assist in troubleshooting and resolving issues with the product or detects the need to escalate/transfer the issue to product teams.

This is how our perfect candidate’s profile looks like:

- At least 1 - 2 years of commercial experience as Technical Customer Support Engineer

- Solid spoken and written English, at least B2

- Troubleshooting and providing remote technical support (application, OS, or Networking)

- Understanding of the network services principles (DNS, DHCP, SMTP, HTTPS, FTP)

- Fast, reliable and responsible

- Good troubleshooting skills

- Good communication skills

Will be a plus:

- Knowledge of networking technologies (VPN, VLAN, firewalls, NAT, Wi-Fi, SSL, TLS etc.)

- Understanding of SQL, NoSQL

- Experience with at least one cloud provider (AWS\GCP\Azure)

- Scripting will be a great advantage

Main responsibilities:

- Participate meeting to set up & configure our products

- Resolve support cases which require server-side investigation, from DEV team and from end customers

- Deep understanding of our products, support on engineering level (network, OS, DB troubleshooting)

- Create and maintain product troubleshooting guides

- Support products infrastructure, following maintenance guides

What we offer:

- Professional support and mentoring from senior team-members

- Career growth and professional development

- Paid sickness leave

- Annual vacation of  20 working days, public holidays

- Corporate health insurance

- Sports reimbursement

- Corporate events, team buildings