L2 Technical Support Engineer in Cloud Works

The purpose of this position is to help isolate root causes of issues, resolve issues, execute assigned tasks, and assist the client within the scope of the role. The valuable end result is resolution of issues, smooth completion of releases, and resolution of any roadblocks with other processes.

Requirements:

- Business level English

- Ability to be flexible

- Ability to work closely with teammates and client as a single team

- Ability to articulate technical concepts, system behavior, technical analysis results, etc.

- Understanding of cloud-based infrastructure and utilities (preferably GCP)

- Good understanding of SQL queries and data manipulation

- Good understanding of networking fundamentals (DNS, gateways, proxy, firewall setup)

- Experience with ticketing systems, such as Jira

- Experience with iOS setup and software management for iOS devices

- Familiarity and/or experience with mobile device management software

Will be a plus:

- Experience in working and ability to succeed in a Japanese business environment

- Basic scripting knowledge with Python/PowerShell (Nice to have)

- Apache setup/configuration (Not mandatory but really helps in conceptualizing the environments)

Responsibilities:

- Creating, managing, and working support tickets with clients and independently with their own personal lab.

- Analyzing issues and assisting Development, QA, and SRE teams to enable them to analyze issues more effectively.

- Provide updates on issues to the client.

- Help client with resolving support tickets.

- Creation and maintenance of technical documentation.

- Self-training and knowledge management of upcoming software releases via review of software release notes, design and other documentation, and use of test environments.

- Communicating with store and/or local project member employees to gather information, resolve issues, etc.

- Perform various support tasks as requested by the client.

Work schedule:

Monday - Friday from 11am till 8 pm (Ukrainian time)