Technical Support Specialist
hace 6 horas
**Transforming Technology at 360Training**
We are on the cusp of a revolutionary transformation, shifting our tech stack to be more microservices-oriented and embracing composable commerce. As a Platform Support Engineer, you will play a pivotal role in this journey, leveraging your technical expertise to drive innovation and excellence.
We seek an exceptional Software Support Engineer to collaborate with our support team, focusing on resolving software issues and providing top-notch technical assistance to clients. This role entails addressing concerns, troubleshooting, and furnishing detailed solutions.
**Key Skills and Qualifications:**
Intermediate proficiency in PL/SQL Queries is essential
- Proficiency in SQL Server Database management is crucial
- Entry-level Java programming skills are necessary
- Familiarity with DB2 (considered advantageous)
- Understanding of HTML and JavaScript is required
**Technical Support Expertise:**
Provide first and second-level technical support for platform-related issues, ensuring prompt and effective resolution.
- Collaborate with end-users and technical teams to understand and troubleshoot problems, providing clear and concise instructions or solutions.
- Coordinate with customer support teams for user-facing incidents.
- Maintain SLA compliance for established metrics.
**Incident Management Professional:**
Manage and resolve user reports issues and incidents related to platform outages or disruptions.
- Diagnose and troubleshoot issues, providing timely resolution to maintain service levels.
- Document incidents, knowledge learned through investigation and resolutions in a detailed and organized manner.
**Root Cause Analysis Specialist:**
Conduct thorough root cause analysis, including code review, for production incidents and reported issues, documenting findings.
- Collaborate with development teams to address underlying software or configuration issues.
**Documentation Expert:**
Create and maintain comprehensive documentation for troubleshooting procedures and issue resolution.
- Maintain knowledge base to facilitate efficient issue resolution.
**User Training and Communication Specialist:**
Provide training to end users for reported issues that can be self-resolved or where additional steps performed on their part will facilitate efficient resolution.
**Platform Optimization and Enhancement Specialist:**
Facilitate requests across teams for received optimization/enhancement requests to ensure they are logged and prioritized appropriately.
- Collaborate with relevant teams to implement enhancements and updates.
**Requirements and Expectations:**
Bachelor's degree or active studies in Computer Science, Information Security, or a related field
- Experience with Jira Cloud for ticket management and metric reporting is desired
- Knowledge of cloud platforms and services, preferably Azure is beneficial
- Excellent interpersonal and communication skills are mandatory
- Excellent problem-solving and analytical skills are required
- A commitment to continuous professional development and openness to receiving mentorship is essential
- Knowledge of web standards (OAuth, SSL, CORS, JWT, etc.) and an introductory understanding of CI/CD and Agile/Scrum processes is advantageous.
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