L3 Middle Support Engineer IRC297172

Description

Customer – US-based leader in automated car wash systems. The project is aimed towards the development of a brand new hybrid platform that is aimed to replace current legacy solutions and open the new business potential for the client. We are looking for people willing to work in a fast-paced, solutions-oriented, and creative environment.

Requirements

• 2+ years of experience as Customer Support Engineer(L1, L2, or L3)
• 2+ years of experience with technical support / QA / data analysis/ development/ technical account management
• Intermediate in English is a must
• Strong HW/SW problem-solving and troubleshooting skills;
• Experience in SQL querying and managing data
• Ability to perform log level analysis
• Good reporting and prioritization skills;
• Structured and process-oriented
• Exceptional troubleshooting, problem-solving, customer service, and analytical skills
• Self-learning ability, self-motivated, and a team player
• Computer Science fundamentals knowledge
• Good experience in manual testing
• Ambition to learn new systems, procedures, and techniques in a short period of time
  
  
  

Job responsibilities

• Work from the office only 1 day per week (Lviv, Ukraine)
• Act as L2-L3 Support Engineer, which means assessing issues and providing solutions for problems that cannot be handled by tier 1
• Managing the life cycle until they are fully resolved or providing a workaround solution.
• Support in incident management after deployment
• Perform log-level analysis
• Work closely with RnD and QA for escalated issues
• Constant monitoring of the case status
• Communicating directly via chat, meeting, and e-mail in a professional manner and sending regular updates until the case/defect gets resolved
• Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution, and communication
• Work in our laboratory for effective incident resolution and service assessment from the end customer’s point of view
• Work with R&D and product teams on escalations and product enhancement requests
• Enrich our client knowledge base with relevant technical information
• Provide product feedback and insights to the business and R&D teams
  
  
  

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders.

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.