Level 2 Technical Support Engineer

LOCATION: Lviv, UA  COMMITMENT: Full-time  DESIRED START: Immediately

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THE ROLE

We are looking for a Level 2 Technical Support Hero who has the charisma of “connecting” with people and enjoys problem-solving challenges.

Requirements:

— English (B2-C2);
— Clear understanding the software development life cycle;
— Perfect soft skills and problem-solving;
— Time management skills;
— Highly motivated, attentive to details, and result-oriented;
— Experience with scripting languages (Groovy or similar).

Would be a plus:

— Technical background (Java, QA);
— Atlassian products (Jira, Confluence, Service Desk).

We offer:

— Comfortable office in the city center;
— Health insurance;
— Cool teammates;
— All the equipment you need;
— Conferences/seminars/any other learning opportunities for your growth;
— Flexible working hours;
— Performance reviews.

Responsibilities:

— Provide customer support through JiraService Desk and live chat app;
— Define customer’s problem, investigate it and reply to the questions which don’t require development involvement;
— Reproduce reported issues during the support process;
— Collaborate with other departments in order to solve the problem ASAP;
— Define complex cases and escalate to the Level 3 Support or development team;
— Document troubleshooting solutions that can be used to prevent future problems;
— Frequently communicate with your peers and colleagues about the progress of these tasks, impediments and risks.