Medior L1 Support Engineer

NGDATA’s purpose and our way of achieving this purpose is greatly impacted by our solution, the Intelligent Engagement Platform. As Support Engineer, you'll play a vital role in ensuring that our international clients and partners receive the top-notch support they deserve. You'll be part of a dynamic and skilled team of professionals in our support and operations department, and you'll have the opportunity to make a meaningful impact on the way we deliver our support services to clients.
Opportunities
 

• Provide L1 support to NGDATA’s international clients and partners
• Report and work closely together with the support service manager and the other L1 support engineers, as well as collaborating with the QA team
• Work closely together with NGDATA’s Professional Services and Product & Engineering teams
• Continuous learning possibilities on SaaS solution offerings and contribute to the delivery of value to our customers and partners
• Work in a SaaS environment with Big Data and AI/ML technologies.

tasks and Responsibilities
 

• Handle Level 1 support for NGDATA on a 24/7 basis with your colleagues
• Manage the flow of issues reported by the client and handle communication with clients and different stakeholders within NGDATA
• Research, diagnose, troubleshoot, and identify solutions to resolve issues
• Help the support team to improve on best practices, be it on scripting, troubleshooting, internal or external communication or knowledge base documentation; and
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Occasionally, supporting the QA team during regression testing of a new product release.

competence profile
Background/Education requirements

• BSc/BE/BTech degree in Information Technology, Computer Science or relevant field is mandatory

Experience/Skill requirements

• Minimum of 3 years in support engineering roles, with advanced troubleshooting techniques and the ability to manage more complex issues.
• Knowledge of Big Data Technologies (Hadoop ecosystem), Linux and shell scripting .
• Experience with SaaS service monitoring systems (Atlassian Opsgenie, Grafana, etc.). 

Personal Competences

• Analytical skills to diagnose and troubleshoot issues effectively
• A team player who can collaborate effectively with colleagues and different stakeholders
• The ability to work well under pressure and remain stress-resistant, even during high-pressure situations
• A strong desire to learn and develop new skills
• A proactive approach to problem-solving, with the ability to take initiative when needed
• Excellent communication, coordination, and documentation skills to ensure effective communication with clients and colleagues
• Fluency in English is essential, both in oral and written communication, as you'll be working with international clients and colleagues