Our client is a leading software development and technology consulting company based in Sweden and is looking for skilled "Technical Support Engineers" to join their team in Colombo immediately.
This role acts as an intermediary between Level 1 Customer Happiness Engagement Team and the Technical Team.
SALARY: Rs. 150,000 - 200,000
ROLES & RESPONSIBILITIES:
- Fast resolution of Level 2 tech support issues.
- Explore feasible, maintainable solutions to generate data reports to different stakeholders.
- Detect any application problems by the issue patterns or monitoring and inform those improvements to the technical and product teams.
- Setup any vital system reports or alerts for applications to make sure healthy running of the applications.
- Liaison with external service providers to resolve any external service outages.
- Maintain manuals to handle different tech support issues.
- Continue to be updated with the evolving features of the application.
TASKS:
- Attend to L2 support issues raised from the Customer Happiness Engagement team.
- Handing over L3 support issues to the Development teams.
- Discuss, plan and securely perform data reports for various internal requesters.
- Explore best solutions for our BI needs, setup them with the technical teams.
- Setup necessary system alerts on Grafana.
- Liaison with external service providers to resolve issues with external providers.
- Onboard business entities (merchants, programs, links, campaigns, etc.).
- Monitor system logs, database trends.
- Attend on system alerts and escalate them to different teams.
- Help the Development, QA and SysOps teams with data migrations.
- Maintain the knowledge base on resolution and investigation steps for L2 work.
QUALIFICATIONS & EXPERIENCES:
- Bachelor’s degree in Computer Science, Information Technology or a related discipline.
- Minimum 2 years of experience in handling Level 2 tech support.
- Good skills on writing SQLs for relational databases.
- Familiar with and has experience on BI and report generation tools.
- Strong communication skills to communicate with different teams and understand work requirements.
- Ability to quickly learn the product features and user flows.
- Exposed to Linux environments.
HOW TO APPLY:
If you are interested, please forward your CV to, This email address is being protected from spambots. You need JavaScript enabled to view it.
(Please use the same vacancy name for your subject title for better visibility of your email)