Junior Technical Support Engineer (L1/L2)

In this role, you will:

Review initial requirement provided in ticket raised by the Jira helpdesk
Screen, triage and assign to proper queue and owner, reproduce issue if possible
Perform basic health check of the systems and services
Perform system activities like System stop and start, usage issues (if require hardware updates/upgrades including RAM increase then work with infrastructure team)
Coordinate with all support levels
Communicate customer reported issues to the relevant development/QA teams and escalate where applicable
Manage client expectations regarding estimated response times for issue resolution
Become an expert in the domain for quick ticket resolution and better client communication
Work closely with the development and success teams to improve understanding of existing and upcoming features
Work on efforts related to application data mapping, data validation and data correction
Assist with technical support on customer calls
Execute client reporting requirements

Skills and Requirements:

Bachelor’s Degree in Engineering, Computer Science or related field
3+ years of experience as a support engineer
Technical background of software development, QA or managing software application
Must have Hands-on experience with SQL
Must have excellent English communication skills and experience with documenting root cause analysis
Must have ability to multitask in a fast-paced environment
Must have ability to empathize and communicate with customers
Ability to work in a 24×7 environment
Experience using Jira, Slack, and GitHub
Knowledge about HL7 standards is a plus

“So what’s in it for me,” you ask?

We pride ourselves for being a culture-based company buzzing with high-energy. Aside from the enthusiastic environment, you’ll enjoy:

If we still have your attention, don’t delay, send us your resume!