Support Engineer

Employer: Aurachain
Domain:
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 21.01.2021
    Short company description

    Aurachain Romania began its journey around 14 years ago, launching into the enterprise software market with a product focused on business process automation. During this time, we have successfully delivered well over 100 process governance client solutions across 15 countries in Europe, Australia and the Gulf. We have also been recognized as a global award-winning leader and innovator in the enterprise software space.

    Requirements

    If you are looking for an international mix of entrepreneurial ambition and technology innovation and to be part of a growing team, on its way to achieving something revolutionary, you are welcome in our team.

    We offer you an outstanding team environment, low-stress atmosphere, and an opportunity to advance your career by building amazing things on a modern tech stack.

    As part of our Customer Delivery Services team, the Support Engineer is responsible for undertaking and resolving end user support requests, which may range from straightforward to more complicated technical issues.

    REQUIRED SKILLS

    3+ years of experience in a client facing role providing help desk support or implementation activities (i.e. customer support, customer onboarding)
    1+ years of experience in working in JAVA web applications
    Understanding of Incident, Problem, and Change Management and/or ITIL Framework
    Experience using defect tracking systems (e.g. Jira)
    Proven experience in JavaScript, HTML, CSS
    Experience in Databases such as PostgreSQL, IBM DB2, MySQL or equivalents
    Basic knowledge in Web Services (SOAP, JSON-RPC, REST, Swagger) & XML/JSON
    Experience working with Linux environments: Debian based, Redhat based
    Basic knowledge in Kubernetes and Docker is a plus
    Basic knowledge in Logging & Monitoring Tools: Grafana, Prometheus, Kibana, Elasticsearch is a plus
    Experience working with Cloud Platforms: Google/AWS/Azure/Openstack is a plus
    Basic knowledge in Java EE Development is a plus
    English C level – Proficient user (speaking & writing)
    Competencies required:

    Excellent organizational skills with the ability to listen, follow up, attention to detail, and accomplish desired results verbally and/or in written form to appropriately document issues
    Strong analytical and problem-solving abilities
    Strong troubleshooting skills and experience
    Proven success supporting technology and delivering high quality customer service
    Ability to work well with minimum supervision and proactively follow up on outstanding issues/tickets
    Ability to handle multiple projects with shifting priorities and frequent interruptions
    Strong interpersonal, written, and verbal communication skills, with the ability to effectively communicate with individuals at all levels within the organization
    Ability to work well under pressure in a fast-paced and deadline-oriented environment
    Proven ability to quickly learn new technologies and clearly communicate their value proposition
    Ability to present complex information to a variety of audiences

    Responsibilities

    JOB RESPONSIBILITIES

    Provide first level support for service requests and incident resolution on Aurachain Platform & Custom Apps
    o Responsible for logging and tracking incidents and service requests by utilizing, monitoring and managing JIRA Customer Portal ticketing system

    o Validate User Requests proper categorization & prioritization

    o Document detailed and proper descriptions of problems and resolutions in ticketing system

    o Accurately troubleshoot and decipher problems by asking probing questions and utilizing available resources

    o Analyze, diagnose, and provide workarounds, when possible, until the fix can be supplied to the customer

    o Escalate unresolved issues to L2 – the product team, with all available information

    o Maintain ownership of escalated incidents and requests through resolution, owning the relationship with the customer

    o Follow up on all outstanding calls and open ticket items to ensure timely resolution and customer satisfaction

    o Follow up with users to ensure problems were resolved successfully

    Manage Aurachain Platform releases/patches cycle
    o Perform the rollout of Aurachain Platform new release on customer environments (DEV, TEST & PROD) – On cloud

    o Ensures platform releases deployment guidance on customer environments (DEV, TEST & PROD) – On premise (only if agreed by contract)

    Ensure Aurachain Platform Management (OS level upwards) – On Cloud:
    o Aurachain Platform administration (setup users, email, notifications, etc),

    o Layered operational monitoring (servers & services monitoring)

    o Scheduled Preventive and Proactive Maintenances (for cleanup, extensions, etc)

    o Scheduled automated Backups and Recovery

    Maintain a predefined call closure rate on incidents entered into ticketing system
    Document related issues to maintain a platform support Knowledge Base
    Create and maintain how-to articles about the Aurachain platform, including features, tips & tricks, configurations, troubleshooting, FAQs
    Provide assistance and guidance to customers and partners on how to make use of the platform
    Initiate and deliver ad hoc individual client/partner training workshops, if necessary
    Facilitate forwarding new platform feature requests and provide platform feedback to the Product Development Team
    Collaborate with Aurachain product team to understand new features and enhancements related to upcoming releases
    Monitor customer’s adoption of Aurachain platform and proactively encourage areas for improvement
    Cultivate and maintain strong relationships with key customer’s stakeholders to ensure customer success
    Maintain regular communication with both the customer and internal teams, and effectively manage client’s expectations

    Other info

    Travel:

    10 % of work time (suspended during the pandemic)
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