DESCRIPTION

We are looking for a permanent Product Engineer - Technical Support Level 2, to improve and enhance our team.
The Product Engineer’s role will revolve around providing advanced Product support. They will act as an L2 Engineer and find solutions on cases escalated by our L1 teams. They will assist the product and dev teams to ensure all the documents (KB articles, releases notes and list of known bugs, etc…) are ready for new products and services. The Product Engineer will provide training on new products, but also on solutions to key issues encountered by our internal teams and Clients, and how to implement them.
In short, the Product Engineer’s role is to make OneOcean operational teams’ and our customer’s life easier with our Products through advanced technical expertise and proactive monitoring.
If you enjoy assisting people with software application issues, if you can explain technical details simply, and like thinking outside the box, we’d like to meet you.
You will be a trusted resource for our customer facing teams.
Our products range from software installed on-board commercial marine vessels, web-based applications, and data management tools. A good understanding of software and technology is essential.
Intro to and overview of role here. Location at the end of this section.

SKILLS, KNOWLEDGE, AND EXPERIENCE REQUIRED:

• 3+ years of experience working in Customer support, IT support, or software development or equivalent.
• 5+ years of experience working in IT Support Level 2 or a Senior IT Technical Support/Engineer/Specialist, software development or equivalent experience.
• Knowledge/Certified in ITIL or IT Service Management is a plus
• Superior ability to communicate clearly both verbally and written. English is required, any additional languages are an asset
• Willingness to learn and adapt to a continuously evolving industry
• Flexibility to travel internationally.
• Familiar with Jira ticketing system and knowledge base.
• Knowledge of IT and network infrastructure.
• Available to work outside normal business hours on an occasional basis
• On Call for escalations or urgent technical issues as required
• Knowledge of the OneOcean applications, services and products is an asset
• Knowledge of OneOcean internal systems and their use is an asset
• Experience in the marine industry is essential
• Annual Salary: $72,009-$74,000

Knowledge Sharing

• Review and approve the new knowledgebase articles created by internal customer facing teams and create new knowledgebase articles for complex issues that may require a more elaborate solution. Ensure KB articles are communicated to the relevant teams.
• Help Train L1 support team and other internal stakeholders on new products & services, and on how to resolve known issues
• Ensure all Level 2 Knowledge Base articles are up to date, maintained and accessible to the Level 2 Team.
• Contribute to Self Service Knowledge articles or FAQs for customer facing Knowledge Base

Incident Management

• Investigate complex cases/issues when escalated by L1 teams and outline solutions with clear, concise, and easy-to-understand answers.
• Assist Sales/Commercial teams to improve customer satisfaction and reduce churn. Support these teams on any technical matters or reports to assist them with their clients.
• Assist L1 team to reach or improve agreed Service Level Agreements and Operational Level Agreements set for Incident Management
• Escalate issues and collaborate with L3/Development Team for issues that are beyond scope and knowledge.
• Be able to take over major or urgent cases that are beyond Level 1 capability (Escalation guidelines need to be specific what requirements are needed for this to be considered)
• Keep cases updated to ensure all key stakeholders internally can review progress as needed.
• Document all steps undertaken, knowledge article used and all related information, logs, screenshots, etc. for all cases raised to level 2, triaged to level 3 or 3rd Party.

Major Incident Management

• Monitor and keep track of major issues/outages. Identify internal/external key stakeholders and work with them to communicate with internal/external audiences.
• Lead Major incident Resolution Team. To ensure major incidents are thoroughly investigated, analyzed, and resolved as soon as possible or as per agreed Service Level Agreement for Major Incidents.
• Ensure the Major Incident Report or Reason for Outage Process/Document is completed for post Major incident Reviews

Problem Management

• Work closely with the Product and L3/Development teams to identify permanent fix
• Find root causes, and likely solutions and communicate them
• Collaborate with the L3/Development team to report problem cases and check with the team if there is an existing ticket in JIRA Software/Releases/Backlog that is existing to link problem case(s) and maintain traceability
• Work with the Product and L3/Development Teams to prioritize top problem cases that needs attention and push for resolution
• Assign Problem Cases to L3/Development Team as required.
• Coordinates with technical resources outside the company to find answers to problems as required.

Knowledge Sharing

• Review and approve the new knowledgebase articles created by internal customer facing teams and create new knowledgebase articles for complex issues that may require a more elaborate solution. Ensure KB articles are communicated to the relevant teams.
• Help Train L1 support team and other internal stakeholders on new products & services, and on how to resolve known issues
• Ensure all Level 2 Knowledge Base articles are up to date, maintained and accessible to the Level 2 Team.
• Contribute to Self Service Knowledge articles or FAQs for customer facing Knowledge Base.

Others

• Contribute to the creation of support tools (with the help of the L3/Dev team), procedures and product documentation to help resolve complex or re-occurring issues.
• Support the product release cycle (patches or new versions). Make sure we coordinate with all teams to minimize impact to our clients and internal staff.
• Plan, Test and Document OneOcean Client/Server software fleet deployments
• Participate in the late stage of product development by providing feedback and sharing potential solutions encountered during testing of the products.
• Help define the patch/new version roll-out strategy and communicate to our internal staff.
• Represent One Ocean with clients in onsite/on board/remote meetings, installations, training sessions and demos
• Provide pro-active support by monitoring OneOcean systems actively, reviewing KPIs , and discussing with internal teams to identify potential issues.
• Work under pressure and deliver results while maintaining an emphasis on quality.