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Customer Support Engineer L1 & L2

  • By Weronika Drwila
  • 19 December 2022
  • 789 Views

Job purpose

In the role of a Customer Support Engineer L1 & L2, you will be part of our global organisation and will be serving our customer base by managing their L1 & L2 incidents on a 24/7 schedule. You will be supporting client’s solution and its underlying ecosystem. This is a great opportunity to learn and evolve with the company as we go through this period of hyper growth.

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Duties and responsibilities

The candidate should have previous experience in Customer Support, preferably in international environments. The person should have a high sense of ownership of the domain he or she is responsible for. Some of the activities are (but not limited to):

  • Become a solution expert
  • Manage L1 & L2 incidents for our customers around the world
  • Work with the queues and case tracking system, effectively triages and resolves complex  application issues to departmental standards whilst maintaining high levels of customer satisfaction during the currently established hours of operation
  • Be able to constantly track every request from the beginning until its escalation or resolution
  • Take part in follow-up meetings with the different teams of the organisation involved in the resolution of a given topic
  • Partner with other functional areas to manage the resolution of cases that involve multiple areas of both business and technical expertise
  • Handle directly the troubleshooting phase including phone communication and remote sessions with the stakeholders
  • Debug client product issues on QA environments
  • Support customer functional requirements and data integration into the company platform
  • Update, maintain and enhance the knowledge base
  • Be able to provide remote on-call shifts to make sure our customers are happy!

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Must have

  • Experience in troubleshooting and working with SSRS, SSIS, MS SQL Server and Microsoft BI
  • Analytical thinking and the ability to understand complex problems quickly
  • Structured and solution-oriented way of working, even under pressure
  • General knowledge of the Windows Azure infrastructure and Cloud/SaaS business applications
  • Experience with Support & ITIL processes
  • Self-confident to drive conversations with customers
  • Fluent in English
  • A self-starter and proactive mindset

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Why join us?

  • Dynamic environment favouring initiative and autonomy
  • Great opportunity to learn on the job and expand horizons!
  • Strong company culture: check our Glassdoor reviews!

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Note: Prepare your CV in English (PDF), fill in the form and apply! 🙂

Please include in your CV the following clause necessary for the recruitment process:

“I agree to the processing of personal data that I have made available voluntarily in the recruitment process by the Administrator of personal data, i.e. Dotcommunity Spółka z ograniczoną odpowiedzialnością [Ltd.] based in Cracow, 15 Żabiniec Street, 31-215 Cracow, registered in Poland, the Cracow’s District Court – Śródmieście, XI Commercial Division of the National Court Register under number 0000468484, VAT number: 9452174499, (“Dotcommunity”) in order to carry out the recruitment process for the Customer Support Engineer position on the basis of Art.6 item 1a of the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation)”

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