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Senior Technical Support Engineer

  • Location:

    Ireland

  • Sector:

    Technology

  • Job type:

    Permanent

  • Contact:

    Ian Donnelly

  • Job ref:

    5288

  • Published:

    about 1 month ago

I am seeking a Level 3 Technical Support Engineer to join a leading IT solutions organisation based in Cork. This has a fully remote option and the successful candidate can be based anywhere in Ireland. In this role you will manage and resolve tickets regarding Issues and Engineering requests.

 

Responsibilities:

 

  • Investigate tickets by utilizing technical logs, back-end monitoring tools, documentation, replication, and escalation.
  • Write complex scripts or perform complex back-end actions (e.g. activating SSO).
  • Tickets are not repeated questions with scripted answers.
  • Work independently and manage your time to work across multiple complex customer tickets.

 

 

Requirements:

 

  • 5-7 years experience working with mobile applications and SaaS-based software companies
  • Experience working support tickets in in Zendesk (preferable) or Salesforce Service Cloud
  • Clear track record of delighting customers through direct Enterprise level customer users
  • Demonstrated experience investigating, replicating, and escalating bugs to engineers through speaking with customers, reviewing logs, replicating issues in the platform itself, and packaging all of this into a clear package that engineering can fix
  • Comfort level using tools like Datadog (preferable), splunk, Crashlytics, Amplitude/new
  • relic/gainsightPS etc to identify usage patterns and errors
  • Understanding of APIs - specifically Thrift and Webhook using Postman/JSON
  • general understanding/comfort level with JSON, Python and/or Java script codes to string together CLI (command-line-interface) tools

 

 

For more information, please contact Ian Donnelly on 01 5222908 or apply below: