Open Position

Tier 2 Technical Support

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Reference # 1087

Location: Hod Hasharon

Type: Full Time

Job Description:

Au10tix – a leading international hi-tech company specializing in Automated ID authentication technologies, looking for a Tier 2 technical support engineer.
The main role of Tier 2 is to provide advanced troubleshooting and diagnostics for Au10tix’s customers. This role requires strong analytical and troubleshooting skills, as well as fundamental working knowledge of Cloud env (preferably AZURE).
We are looking for a team player with exceptional communication skills, who can function and deliver under pressure.
The Tier 2 technical support engineer will support our worldwide customers by providing a deep analysis of customers’ technical queries, working closely with T1 support, R&D, CSM.

In addition, the Tier 2 technical support engineer will work closely with the DevOps team to define and develop our monitoring capabilities (Azure dashboards & alerts) as well as develop tools and utilities to automate and enhance the work of Tier 1 Support team members.

 

Responsibilities:

  • Investigating and troubleshooting of complex customers issues, while being responsible to follow up, provide resolution, and verify customer satisfaction.
  • Communicating customer issues and requests to product management and R&D.
  • Resolve problems independently and understand the correct escalation procedures.
  • Provide reliable technical assistance with complex and advanced product issues, to internal and external customers while serving as a technical lead focal point.
  • Support customers with integration, SDK, Coding related issues.
  • Follow up with customers and internal teams for issue resolution, Manage bug workflows and work in close contact with related R&D teams.
  • Maintain and manage our internal Knowledge Base
  • Assist T1 while acting as a mentor training focal point to the team.
  • Develop tools to improve efficiency of the support team (i.e. Support App)
  • Develop troubleshooting and monitoring tools and methodologies using Azure or home-grown tools

Requirements:

  • Minimum of 2 years experience in Tier 2 Technical Support.
  • Ability to communicate effectively with customers via email or phone – MUST
  • High-quality individuals with computer software experience.
  • Advanced analytical thinking and problem-solving skills
  • Experience in advanced usage of Excel
  • Excellent customer service skills
  • Self-managed and team-oriented.
  • Able to handle and escalate issues as needed
  • Experience in SQL, REST, SOAP, XML, API Integration
  • Experience with nodes.js, Python, Java, PHP
  • Experience working in SaaS company
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