As a Tier 3 Support Engineer, you'll be in charge of diagnosing and investigating technical issues in the production environment, coordinating with product managers, senior developers and our customer success team.
You will be the bridge between the customer facing stakeholders and the R&D team, communicating issues and pushing high standards and meeting the company SLA.
You will be the bridge between the customer facing stakeholders and the R&D team, communicating issues and pushing high standards and meeting the company SLA.
RESPONSIBILITIES
Provide support to internal teams that manage customer relationships.
Investigate, diagnose, and communicate technical issues in a timely manner.
Collaborate with the R&D and Product teams to provide issue resolutions, workarounds and product improvement ideas.
Report bugs to the R&D and Product teams and prioritize.
Create reports for various use cases.
Participate in manual QA testing for new features as needed, based on team priorities and product release timeline.
Requirements:
2+ years of experience as a Support Engineer in a SaaS environment (Tier 2/Tier 3) – Must.
Experience with logging and reporting tools (Tableau / Sumo Logic / Grafana) – Must.
Advanced SQL skills – Must.
Fluent English – Must.
Experience with support processes and reporting systems (Jira, Zendesk, Bugzilla, TFS etc.) – Must.
Experience in manual QA – Advantage.
Relevant academic degree – Advantage.
Background in Fintech Advantage
Strong attention to detail.
2+ years of experience as a Support Engineer in a SaaS environment (Tier 2/Tier 3) – Must.
Experience with logging and reporting tools (Tableau / Sumo Logic / Grafana) – Must.
Advanced SQL skills – Must.
Fluent English – Must.
Experience with support processes and reporting systems (Jira, Zendesk, Bugzilla, TFS etc.) – Must.
Experience in manual QA – Advantage.
Relevant academic degree – Advantage.
Background in Fintech Advantage
Strong attention to detail.
This position is open to all candidates.
