Role Description
The 2nd level support engineer, will be part of our 2nd level support team, supporting our clients in the tasks that are out of the scope of the 1st level support team.
Our main customers are part of the airline industry, on which our team is part of the security systems, being part of the critical systems of our clients. We expect an expansion of these activities due to the high quality of our service and we are increasing the scope of our service.
Your daily tasks will consist in receiving the ticket that level 1 team has not been able to solve, analyze, perform the proper troubleshooting, and try to solve the issue, keeping a fluent communication on the status with the client, updating all information in the ticketing tool, and comply in terms of quality and SLAs.
Part of the role implies the documentation of the infrastructure of the client and documenting well known issues as part of the knowledge base building.
In addition, you will be participating on the tasks of the Innovation Team, researching, testing, and implementing innovative solution in our offer and services.
General skills
- Analytical skills.
- Troubleshooting and solution oriented.
- Willing to learn
- Team player.
- Good communication skills (with clients and with colleagues).
Technical skills
Mandatory
- Prometheus + Grafana (Log analysis, workaround identification, issue segregation)
- Elastic Search + Kibana (Log analysis, workaround identification, issue segregation)
- Kubernetes (Log analysis, workaround identification, issue segregation)
- OS (Linux) (Log analysis, workaround identification, issue segregation)
- Connectors (Log analysis, workaround identification, issue segregation)
Nice-to-have
- ELK Stack knowledge
- HTML knowledge, web UI debugging
- Android App basic knowledge
- K8S Knowledge
- SW Architectures Knowledge (MQ frameworks, Kafka, etc.)
- AiRise Core, WebUI, VideoPlayer, Mobile App (Log analysis, workaround identification, issue segregation)