Description
A market leading software development company are looking for a Technical Support Engineer to join their team!As the Technical Support Engineer, you will provide support to the company's commerce cloud customer base responsible for; involve handling technical application and infrastructure issues and ensuring our customers are set-up for success.
Key aspects of the role include:
- First point of contact for customer concerns relating to technical issues with the E-commerce application.
- Customer advocate and represent their needs with internal product and engineering teams.
- Provide timely response/resolution to technical, product and cloud infrastructure inquires.
- Provides resolutions within established Service Level Agreement Guidelines.
- Trouble-shoot/qualify cases before advancing it to engineering.
- Answer questions regarding product functionality and usage.
- Work high priority technical incidents and critical outages.
- Product content creation (KB articles, whitepapers, forum participation).
- Provide knowledge transfer sessions to help reduce critical issues into the company.
Skills/Knowledge required:
- 5+ years of experience in an enterprise software or cloud support environment.
- Understanding of modern web technologies and relationships between them
- Linux, Apache, MySQL, PHP, NGINX, Redis, DNS, CDN and SSL.
- Experience troubleshooting web application and performance issues.
- Ability to analyze/extrapolate issues via logs and other sources of information to provide infrastructure and application teams a good starting point for in depth reviews.
- Strong knowledge of the Linux command line.
- Relational database skills: Familiarity with MySQL and database queries.
- Familiarity with programming/Scripting languages such as PHP, Node.js, Perl, Java and Python.
- Strong organizational and time management skills including multi-tasking and prioritizing job duties.
- Proficient in technical problem-solving methodologies.
- Ability to adapt and change in a dynamic environment.
- Excellent (oral and written) communication skills in English.
- Available for on-call rotation, work off hours, holiday and weekend hours as required.
Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates