Technical Support Engineer (L2)

Team size: 6 Developers, Technical Support Engineer (L2, L3), 5 QA Engineers, Part time C++ Engineer, Product Manager.

Interviewing: 

• 1-st stage: interview with the recruiter (around 40 minutes);
• 2-nd stage: interview with team members (around 1 hour);
• 3-rd stage: interview with a client (around 1 hour);

Our client builds cloud-based print infrastructure software for office printing, sold through sales partners globally. Their focus on security, cloud and infrastructure optimization have made them the leading provider in the market.

To further strengthen their support team, our client is looking for a technical support engineer. The position is key for an organization and their ability to support their partner channel. You will work with their support desk, ensuring a high-level support of their partners as well as having an impact in their presales engagement, when needed. You will be working in a multi-cultural team with a large variety of support tasks of technical nature – among these you will work and increase your skills with traditional IT operation, Cloud technology, network, certificates, services, printers, print management software, log files etc.

Skills required:

• Experience with Windows, Linux OS and general IT infrastructure components;
• Understanding client/server architecture;
• RESTful API;
• Basic understanding of SSL, certificates and chains;
• Experience with authentication providers: LDAP, Azure AD, Okta, G-Suite;
• Understanding the concept of the Single Sign-On and MFA;
• Experience in Linux troubleshooting, e.g.: check remote endpoing connectivity, DNS probes, testing esponses using CURL, checking logs etc.;
• Good written and spoken communications in English;
• Able to work independently to prioritize and deliver on key priorities.

As a plus

• Experience with the load balancers, HA and server cluster;
• Experience with AWS Logs Insights;
• Experience in ticketing systems, esp. Zendesk.

Responsibilities include:

• Solve second level support requests and incidents from our partners;
• Act as queue manager for second level requests and engage on tickets based on urgency;
• Contribute to reduce the number of Idle tickets and long runners based on our KPI’s;
• Assist our presales team in Proof of Concepts when troubleshooting is required;
• Bridge complex incidents, bugs and feature request to our development and product teams;
• Specify new requirements to the development team based on partner/customer input;
• Update documentation and user KB’s and in general contribute to enhancing the customer experience.

We offer:

• Only interesting and challenging project;
• Clients who are ready and willing to listen to YOUR ideas;
• Open management and friendly dynamic team;
• Competitive salary;
• English classes;
• Health and life insurance;
• Practical location and productive environment;
• Make it win-win for you and the company.

Working with us you can expect for:

• Direct communication with a client.
• Work-life balance. No overtimes.
• Trainings and conferences in which YOU are interested.
• Possibility to work from home or to work when you would like from the office.
• Beer brewing.
• An opportunity to gain knowledge and add value to ambitious foreign client projects.
• To grow, learn, make a difference — and to have fun!
• To work in a friendly, democratic and transparent company. 
• We place high value on building trust, respect and long relationship with our colleagues.

About Client

EveryonePrint is a world leader in software development for the cloud printing solutions. Their Hybrid Cloud Platform provides the option to host the print solution in either; the customer’s data centre or within a data centre managed by EveryonePrint. HCP enables customers to reduce the operational costs associated with maintaining security and compliance of their print infrastructure, whilst very likely enabling you to increase your print infrastructure security. They provide end to end security of HCP cloud data.