Escalation Engineer - NA hours - Timisoara office

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Angajator: Toluna Romania
Domeniu:
  • Inginerie
  • Internet - eCommerce
  • IT Software
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
    Orase:
  • Alba Iulia
  • Arad
  • Timisoara
  • Actualizat la: 21.10.2016
    Remote work: On-site

    Short company description

    Looking for a new, exciting and fast-paced job in an expanding and competitive company? Then look no further! Apply today for your chance to work in a young and dynamic team in a truly multinational company.

    Toluna is an Internet Market Research service provider with offices across the globe. We are a leading provider of online access panels and technology with a panel of +10 million members in 59 countries. Details on who we are here: www.toluna-group.com.

    Requirements
     

    To complete our R&D team based in Timisoara and support our growth in Europe, we are looking for an Escalation Engineer.

    Your abilities need to be:
    • Availability for working hours from 15:00 to 00:00 Romanian time zone, in order to cover requests from North American Clients;
    • At least one year of technical support or product management experience on Internet products;
    • Knowledge of SQL, good control of Linux commands, experience with HTML/
    JavaScript/ CSS;
    • Excellent written and verbal communication skills in English, including the ability to effectively communicate complex issues to both technical and non-technical users;
    • Excellent analytical and problem solving skills;
    • Strong organizational skills, with the ability to manage different groups and personalities

    It would be a great advantage to have:
    • At least one year of experience in the Market Research industry;
    • Knowledge of back-end programming language;
    • Degree in Engineering;
    • Portfolio or proven experience in building websites and online tools (personal work, freelancing, other);
    • User interface design experience including user analysis and information architecture.

    Responsibilities / Acomplishments

    The primary role of the Escalation Engineer is to strongly contribute to the creative vision of our products and help lead the day-to-day execution of the platform’s development. The ideal candidate would have familiarity with software development of rich internet applications, social websites and tools.

    Your main tasks will be to:
    • Work with first line support team to identify advanced client problems and advising on the solution;
    • Analyze application logs so to spot common trends and underlying problems;
    • Use internal task and issue tracking system to escalate more serious problems and work with engineering team to troubleshoot them;
    • Update self-help documents so that first line support can try to fix problems themselves;
    • Proactively find and troubleshoot faults and identify process improvements;
    • Provide pre-sales support and post-sales training;
    • Contribute to requirements gathering and quantification of market opportunities.

    Other information

    What we offer:
    Here at Toluna you will find amazing, forward thinking professionals who like to learn and grow. We pride ourselves on collaborating and sharing expertise, we know that strong teams bring out the best in our staff members. This is why we offer a broad range of benefits:
    • Training opportunities and career development plan;
    • Competitive financial package: salary, performance bonus, sport allowance, meal tickets and gift vouchers;
    • Private medical insurance;
    • Exceptional office comfort: top office facilities and equipment, gaming room, central building office;
    • Extra vacation days;
    • Bookster - The first modern library for companies in Romania.

    Apply online or send your application including an up-to-date CV and a brief cover letter outlining why you think you are suitable for this role to our Staffing Department at staffing@toluna.com, quoting the job title in the subject line.

    Welcome to our innovative team of professionals in online market research!

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