Level 2 Technical Support Specialist

at  Embross

WHO WE ARE

Embross delivers market-leading passenger automation and self-service technologies to the global travel market. That last flight you jumped on, there is a good chance an Embross hardware or software solution helped facilitate part of your airport experience. The world’s leading airlines and airports use Embross’ range of service technologies to help make the passenger travel experience faster, simpler, and less stressful. For our partners, that translates to offering more flights, more often with more (happy) passengers on board.
So what’s great about what we do? We get to think creatively across a diverse solution stack of hardware and software to solve service and operations challenges for the world’s busiest public transit spaces. If you like challenges, we should talk.

REQUIRED EDUCATION:

BSc/BA Degree or higher in Computer Science, Computer Engineering, or a related field

Working Conditions:

• Incumbent is required to work at the Richmond Hill location on Kiosks and Bag drop machines, in addition to web and mobile testing.
• Ability to lift objects to 20kgs.
• May occasionally be required to work outside regular business hours for on-call shifts

Embross is an equal-opportunity employer committed to diversity and inclusion.

WHAT YOU’LL DO

We pride ourselves on staying ahead of the curve as we help our customers optimize and improve their service delivery models. We’re excited to be entering a new transformative phase of our stack as we explore new products, and new capabilities and embrace the growing data-driven demands of these environments.
We are looking for L2 Technical Support Specialists to triage and manage incoming support requests from our customers, to identify root cause and troubleshooting, with the target for customer success. The incumbent is responsible in acting as an escalation point from L1 Support team, reviewing and analyzing logs, to either fixing code or escalating to L3 Engineering.
In this role, you should be customer-centric, while possessing a keen eye for detail, equipped with excellent communication skills. You also should be the curious one, willing to question on all aspects to come to a conclusive root cause analysis, and not being afraid to get your hands deep and dirty. As an L2 Specialist, you also serve to be our product guru, knowing in-and-out of all products serviced and offered by Embross, from the code level to hardware devices and platforms.
The successful candidate will work closely with Embross’ L1 Support team, Field Technicians, Software Developers and QA Specialists, Business Analysts, and Project Managers, perform 24/7 on-call activities for any critical cases to manage outside of regular office hours, and take ownership until the customer’s issues are resolved and gracefully closed.

IN THIS ROLE, YOU WILL (BUT NOT LIMITED TO):

• Monitor and manage incoming support requests via JIRA from customers and that are escalated from L1 Support
• Perform initial triage analysis of support requests, categorizing based on priority, severity, impact, and area of concern
• Review and analyze reported issues to identify root cause and troubleshoot where possible
• Drill down in Java and JavaScript code, comparing with the logs, to pinpoint where the problem may lie
• Perform corrective actions (on code, configurations, etc.) where appropriate, or decide to escalate to L3 Engineering team for further actions, sharing your findings
• Represent as Embross’ product guru, responding to customers’ questions based on product and industry knowledge
• Lead or participate in upgrade activities for customers for both software and device platform upon request
• Act as an escalation point for L1 Support team that require further technical knowledge where necessary
• Take responsibility for 24/7 on-call support for cases that are escalated from L1 Support team or directly received from customers for Sev-1 Business Critical cases reported
• Be open to traveling to customer sites to provide support and assistance when necessary
• Occasionally participate in QA testing to support QA team activities during downtime

Who You are

• 3+ years of professional experience in Technical Support with web-based or mobile-based software applications (Bonus points, if you possess hardware support experiences too!)
• Excellent knowledge and experiences reading and analyzing logs in various formats (i.e. XML, JSON, Log4J)
• Working knowledge with object-oriented programming languages, such as Java, JavaScript, Python
• Delivery-focused, possessing a keen eye for detail (almost at the level of a “detective”!)
• Customer-oriented, with strong customer-facing communication skills, aiming for customer success
• Strong organization, multi-tasking, and time management skills
• Analytical mind with problem-solving aptitude
• Experience with code repositories / version control (i.e. SVN, Git)
• Familiarity with Agile Project Methodology and corresponding project management tool (i.e. JIRA)
• Team player/ Collaborative.
• Someone who is excited by the challenges that come with a rapidly growing and scaling company who wants to make an impact.
• Excellent written and verbal communication skills in English.

BONUS, if You also have… (while not mandatory)

• Previous hardware support experiences would be a big plus
• Previous software development experiences, specifically in any (or all) of Java, JavaScript, Python, C++

Travel Requirements:
You will be working mostly from the Richmond Hill Office, with a possibility of 10 – 25% of business travel.