Job Description
Job Title:
| Escalation support engineer – Tier 3 |
Department / Reports to:
| Escalation Support Team leader |
Objectives of Role:
| · Troubleshooting and in-depth investigation of technical problems for worldwide customers |
| · Minimize R&D involvement in escalated issues |
| · Provide high level support for external and internal costumers |
| · Post sale support |
Job Description:
| · Handling the highest level and most complex support issues |
| · Troubleshoot and debug outstanding support issues |
| · Reproducing Problems in lab environment |
| · Cooperation with various departments to create informative articles and documentation based on technical investigation |
| · Working with R&D/QA /PM on new features /software versions /problems |
Job Requirements:
| Knowledge | Must/Adv. | Years of Exp. |
| Extensive understanding in various web technologies and environments like IIS, .Net, ASP.NET, JS, HTML | Must | 2 |
| Hands on experience with embedded systems | Must | 2 |
| Very Good SQL knowledge and experience | Must | 2 |
| Basic knowledge of programming | Adv. |
|
| Knowledge in Microsoft debugging tools | Adv. |
|
| Experience with network protocol analyzer such as Sniffer | Adv. |
|
General Requirements:
| · Strong analytical skills and troubleshooting expertise |
| · Highly motivated, striving for excellence |
| · High self learning ability |
| · Team player, who can perform a wide range of tasks |
| · Availability during off business hours |
| · Internet /SAAS/production based companies which are software product oriented -advantage |
| · Excellent English verbal and written communication skills |
send cv to rinat.paz@greenroad.com
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