Customer Success Engineer

VON Consulting is an HR Consultancy company, providing solutions and services in the following areas: recruitment and executive search, personnel leasing, payroll, administration and training.

Good experience in offering support of administrating Linux environments and/or applications;
Experience in troubleshooting with at least one Scripting language (preferably Bash);
Relevant experience with SQL – basic queries: Select, update, Insert, etc.;
Basic networking skills (e.g. TCP/IP , HTTP, or any encryption methods/protocols);
Knowledgeable of basic troubleshooting and debugging live software systems;
Basic experience in VMware ESXI server ( administration & Troubleshooting);
Basic experience with any web/application servers (e.g. Apache, JBoss);
Very good abilities for root cause analysis (RCA);
Availability to travel for short periods of time, 2-4 times per year, to perform on-site Integration, Deployment and/or post-support;
Ideally, plus at least 1-2 skills from „nice to have”.

Analyze, troubleshoot, solve self-assigned tickets escalated by Support Level 1 (agencies);
Maintain components of IT infra and backend, including hardware and software;
Reproduce customer issues and document them before escalation to L3 Software support team;
Formalize corrective action plans or local workaround within the SLA;
Solve or escalate the analysis to the Level 3 support internal team or suppliers for getting a permanent fix or further investigation and expertise;
Communicate regularly to keep the customer and Service Delivery Manager as well as Maintenance Project Managers informed on the progress of ongoing tasks;
Delivered maintenance documentation, operation manual, test procedures and test reports;
Perform on-site administration activities and preventive maintenance – customer premises;
System ramp up support on site – customer premises;
When on-site upgrade, perform activities of integration, deployment and on-site post-support – customer premises;
Fill-in Support ticket tracking tool appropriately;
Ensure customer satisfaction in maintenance and support.