Senior Technical Support Engineer (L2)

In this role you will:

  • Troubleshoot and resolve Tier 2 technical Support tickets to identify solutions or workarounds
  • Develop and deploy code and database level fixes for issues reported in production environments where applicable
  • Escalate unresolved Tier 2 issues to the Tier 3 development and product teams, when required
  • Collaborate with Tier 1 Support to ask targeted questions and gather complete information related to incoming support tickets
  • Communicate technical details of resolved issues to customers through Tier 1 Support
  • Collaborate with product and engineering teams to develop a foundational knowledge of the product, underlying technology and ongoing changes
  • Prioritise and manage several open issues at the same time
  • Develop knowledge of multiple production environments and custom logics deployed on different customer sites
  • Execute customer reporting requests
  • Provide assessment of severity and business impact on Tier 2 reported issues
  • Execute efforts for ensuring high quality and accuracy of existing data in production environments
  • Log relevant changes in the configuration tracking documents and any additional details related to the reported issues

 

Skills and Requirements:

  • Bachelor’s Degree in Engineering, Computer Science or relevant field
  • Technical background of software development
  •  1-2+ years of experience in 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 empathise 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:

  • Provident Fund
  • Competitive salary
  • Health insurance
  • Referral bonuses
  • Generous vacation time
  • Paid Maternity and Paternity leave
  • Work from home days
  • Lunch facility within office
  • Travel allowance
  • Company equipment (laptop, internet device, screens etc)
  • Professional development and career growth opportunities
  • Awesome team members

 

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

Apply Here

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