L2 support engineer in The AERTiCKET Group

30 липня 2024

L2 support engineer

Київ, віддалено

The AERTiCKET Group is one of the world leaders in the industry with 30 years of experience and is headquartered in Berlin, Germany. The group’s suppliers are global and local airlines, railway companies and other players in the travel market, clients include travel agencies around the world, including the largest Online Travel Agencies.

AIC Ukraine is a 100% subsidiary of the AERTiCKET Group. As part of its activities, AIC Ukraine carries out conceptualization and development of the following solutions:

• ContentConnector — a platform for integrating APIs of various airlines, railway companies and other suppliers, homogenizing the received content and transferring it to a unified form for use in the company’s B2B and B2C distribution channels.
• API HUB — a platform for optimizing, monitoring and supporting integrations of the company’s own API by the customers.
• ComissionMasterDataBase — inventory of commissions, other commercial and technological variables used by the group in its activities.

We work in dynamic multinational diverse-age teams represented at our company. Flat hierarchies and direct communication channels characterize the way we work.

We are currently looking for a  L2 support engineer to join our team in Ukraine. As a support engineer, you will have direct communication with L1 support team (located in Germany) and will liaise closely with internal Dev teams to reproduce and resolve issues.

Responsibilities

• Maintenance of microservice architecture solutions with external / internal API integrations and web services
• Analyze the issues in prod and test environments at different data layers based on requests from L1 support and delivery teams.
• Define the root cause using deep logs analysis, testing bugs, and providing feedback to all involved units
• Assist with end-to-end testing and new supplier implementation in close cooperation with PO and delivery manager.
• Escalation / collaboration of unresolved issues to internal teams (software developers, product management, delivery management)
• Quickly respond to bugs, issues, and L1 support requests. Identify, and coordinate with teams that are critical to the event’s resolution.

Requirements

• 2+ years of relevant experience
• Experience in Jira (creation tasks based on issue analysis, providing feedback on assigned tickets, reasonably identifying the issue priority, etc.)
• Information-gathering and system-digging skills
• Knowledge of REST API/ SOAP (optional)
• Understanding of common file formats: JSON, XML
• Tools: Kibana, Insomnia
• Experience in cooperation with Agile teams
• Ability to work with non-technical and technical staff
• University degree in the field of computer science /information systems
• English verbal and written communication skills (Upper Intermediate)

Will be a plus

• Knowledgein Travel Industry, Flight content (GDS), NDC content, etc.
• Experience in a product company

Personal skills

• High flexibility. Ability to modify approach as per changing stakeholders, conditions, circumstances, and feedback. Quick learning
• Motivated and enthusiastic to discover and learn new technologies
• Communication skills, empathy (desire and ability to communicate with people)
• Self-sufficiency. Ability to accept criticism for continuous improvement

Benefits:

• Medical insurance after the probation period;
• Possibility to work remotely;
• Public transportation costs coverage if working from the office;
• Possibility to grow within the large international company;
• Friendly and professional environment in the team.