L2(Tier 2) Support Engineer in Inoxoft

15 серпня 2024

L2(Tier 2) Support Engineer

Львів, за кордоном, віддалено

Inoxoft company is looking for an L2 Support Engineer to join our project.

RESPONSIBILITIES:

• Process tier 1-2 support tickets via the customer service application
• Communication with the end-user to gather specific details about the issue and explore possible workarounds.
• Providing clear and concise communication to end users, explaining technical concepts and issue resolutions in a user-friendly manner.
• Collaborating with the US-based Tier 1 support team and UA-based development team to resolve complex issues and provide feedback for improving product or service quality.
• Diagnosing and resolving complex technical issues escalated from Tier 1 support
• Managing and prioritizing escalated incidents, ensuring timely resolution, and minimizing downtime.
• Creating and updating knowledge base articles, FAQs, and troubleshooting guides to improve efficiency and enable Tier 1 support to handle common issues independently.

REQUIREMENTS:

• Experience with HTML/CSS
• Ability to work with dev tools in the browser (for webpage debugging)
• understanding of JSON files
• understanding of template languages (ideally — Liquid)
• English — Intermediate Strong+
  WILL BE A PLUS:
• basics of JavaScript
• Understanding of Shopify flow

MAIN BENEFITS:

• Flexible working hours;
• 25 paid days off and 10 sick/medical leaves;
• Additional paid days off for personal events like marriage and childbirth;
• Maternity/Paternity leaves;
• Medical insurance;
• Discount program;
• Self-development budget per year;
• Referral bonuses;
• Corporate events and gifts;
• Learning events and mentorship opportunities;
• Speaking Clubs;
• PE accounting and support.