L2 Application Support

Responsibilities:

1. Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
2. Understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums, and social media.
3. Identify, resolve or manage the resolution of system issues.
4. Troubleshoot platform issues raised by clients or internal and escalate to the next level if they cannot be solved beyond the expertise.
5. Communicate with other departments and teams, keeping stakeholders and management informed.
6. Update and manage the Knowledge base.
7. Manage the escalation process of issues from L1.
8. Mentor Technical Support Specialists (L1) to help them understand more complex issues/configurations.
9. Own and track tasks within SLAs.

Specialist Knowledge/Experience Required:

1. Experience in a relevant position.
2. Experience in software testing and correction.
3. Consistent performance under pressure.
4. Demonstrated success at troubleshooting and excellent communication skills.
5. Strong knowledge/skills in at least 4 areas from the list below:
1. No-SQL (Mongo)
2. Linux/UNIX systems
3. JSON and XML syntax
4. RESTful API
5. GIT (understanding, work experience)
6. Basic scripting and programming: XML, JavaScript, and Bash
6. Work experience with workflow solutions.
7. ITIL Certification.
8. Bachelor’s degree or equivalent tertiary qualification or certification.

Desirable Knowledge/Skills:

1. Jenkins (ability to develop jobs).
2. Knowledge of AWS CloudWatch or MS Azure.
3. Experience in Confluence apps (Connect, Jira).
4. Message Broker system (AMQ).
5. Familiarity with graphics and video editing software.

People Skills:

1. Strong team player with the ability to work with remote and international teams.
2. Highly organized, structured, and process-oriented, with great attention to detail, accuracy, and consistency.
3. Self-motivated and driven - confidence to work on own initiative and with limited supervision.
4. Ability to effectively prioritize and manage conflicting internal and external tasks.
5. Positive, can-do attitude, problem solver, inspiring, and driven.
6. Able to communicate effectively at all levels within a large organization.
7. A quick learner who enjoys overcoming challenges, resolving issues, or escalating as needed.
8. Proven relationship-building skills.

MUST HAVE:

1. Technical Support experience in L2 or L3.
2. Exposure to application support.
3. API, FTP, Network, AWS, Unix experience.
4. Good analytical thinking and problem-solving skills.

GOOD TO HAVE:

1. Message queue experience (e.g., AMQ, SQS).
2. Excellent communication skills, both oral and written in English.
3. Additional languages will be beneficial.
4. May be required on occasion to work outside standard working hours.
5. Candidates must be eligible to work and live in the country of employment.