L2 Customer Support Engineer

at  Earnix

We are looking for an L2 Support Engineer to join our Customer Support team. The position requires acting as the technical focal point for customers, investigating and analyzing complex customer scenarios and providing innovative solutions for their needs. The role may include other responsibilities such as team’s knowledge management, KPI analysis, amongst others.
What you’ll do:
Have end-to-end responsibility for solving L2 cases under defined SLAs
In-depth analysis of field raised issues, providing temporary workarounds while working with L3, DevOps, R&D and Product on permanent solutions and fixes
Proactively identify critical points of failure, raise flags & escalate issues that are of urgent nature
Responsible for knowledge management, training content and playbooks for all Support Tiers
Work closely with Professional Services experts and Customer Success Managers to prioritize issues, communicate status, and oversee end-to-end resolution
Participate in the team’s on-call rotation
Requirements:

YOU’LL LOVE IT BECAUSE:

This is an incredibly impactful role in the organization.
You will have the opportunity to work in a successful, fast-moving, mission-driven company.
You will have autonomy and growth opportunities.
You will collaborate with other creative and enthusiastic team members.
Earnix has competitive benefits with an all-for-one mentality.
Position Intro:
Join our Earnix team in a leading fintech growth company serving the insurance and banking industries. Our Customer Support group is looking for a talented team player to join and help us with our market-leading products

2+ years of experience as a Tier 2 engineer in SaaS organizations in a B2B customer service/support setting – A must
1-2 solid years of experience with AWS, Google Cloud or Azure work experience/certification - A must
Outstanding interpersonal skills with a service-oriented approach
Excellent problem-solving skills with a desire to learn and take on responsibility
Detailed-oriented, motivated self-learner and amazing team player
Exposure to and experience with Linux, Windows, container engines, Bash, and Python
Experience with JBoss, PostgreSQL, Containers and Java - an advantage
Advanced understanding of networking – an advantage
Ability to work in a fast-paced and dynamic environment