Technical Support Engineer (L2) in Ajax Systems

July 2, 2024

Technical Support Engineer (L2)

Kyiv

Ajax Systems is an international technology company, the largest European developer and manufacturer of Ajax security systems with capabilities smart home This is a whole ecosystem of 135 devices, mobile and desktop applications, server infrastructure. Every year, we demonstrate multiple growth both in the size of the team and in the number of users worldwide. Currently, the company has more than 3,000 employees. And Ajax sensors protect 2.5 million users in more than 169 countries around the world.

What are the tasks:

• Processing of incoming requests from partners, customers (through the L1 Support Team) and the company's technical team;
• Prompt resolution of issues from L1 Support that require research (on the server side) and involvement of the development team or other technical specialists of the company
• Processing of emerging incidents, their analysis, prioritization, status tracking, timely escalation;
• Analysis of the root causes of detected errors, providing information to understand and eliminate problems;
• Participation in queuing and monitoring of the current state of the system, tracking and responding to monitoring triggers
• Creating a knowledge base on typical solutions to the most common problems and maintaining documentation relevance;
• Deep understanding of our products

What are we looking for in a candidate?

• The ability to find an approach to people
• Critical thinking
• Knowledge of testing theory
• Experience working with databases
• Work experience in support (L1/L2) from 1 year
• Understanding the basics of API operation, data transfer formats (JSON, XML), knowledge of the protocol
• Experience with Atlassian products (Jira, Confluence, Dashboards, Reports)
• Ability to plan your time, determine priorities and rank tasks in order of importance;

It is great if you have:

• Experience with projects built on microservice architecture
• Technical education
• Kibana or Grafana (log analysis)

We offer:

• Freedom to make decisions and implement ideas
• Ability to influence the product and production instead of monotonous completion of tasks
• Work in a motivated team and zero bullshit culture
• Flexible schedule in the office
• Medical insurance

Join us to make Made in Ukraine synonymous with reliability.