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OPPORTUNITY DESCRIPTION

We are looking for a long-term relationship and committed individuals to join our team. You have an amazing opportunity to join our fast-growing platform and make it grow even faster.

If you are looking for an international mix of entrepreneurial ambition and technology innovation and to be part of a growing team, on its way to achieving something revolutionary, you are welcome in our team.

We offer you an outstanding team environment, low-stress atmosphere, and an opportunity to advance your career by building amazing things on a modern tech stack.

As part of our Customer Delivery Services team, the Support Engineer is responsible for undertaking and resolving end user support requests, which may range from straightforward to more complicated technical issues.

REQUIRED SKILLS

  • University degree – Bachelor degree in computer science or relevant IT programming experience
  • 3+ years of experience in a client facing role providing help desk support or implementation activities (i.e. customer support, customer onboarding)
  • 1+ years of experience in working in JAVA web applications
  • Understanding of Incident, Problem, and Change Management and/or ITIL Framework
  • Experience using defect tracking systems (e.g. Jira)
  • Proven experience in JavaScript, HTML, CSS
  • Experience in Databases such as PostgreSQL, IBM DB2, MySQL or equivalents
  • Basic knowledge in Web Services (SOAP, JSON-RPC, REST, Swagger) & XML/JSON
  • Experience working with Linux environments: Debian based, Redhat based
  • Basic knowledge in Kubernetes and Docker is a plus
  • Basic knowledge in Logging & Monitoring Tools: Grafana, Prometheus, Kibana, Elasticsearch is a plus
  • Experience working with Cloud Platforms: Google/AWS/Azure/Openstack is a plus
  • Basic knowledge in Java EE Development is a plus
  • English C level – Proficient user (speaking & writing)

Competencies required:

  • Excellent organizational skills with the ability to listen, follow up, attention to detail, and accomplish desired results verbally and/or in written form to appropriately document issues
  • Strong analytical and problem-solving abilities
  • Strong troubleshooting skills and experience
  • Proven success supporting technology and delivering high quality customer service
  • Ability to work well with minimum supervision and proactively follow up on outstanding issues/tickets
  • Ability to handle multiple projects with shifting priorities and frequent interruptions
  • Strong interpersonal, written, and verbal communication skills, with the ability to effectively communicate with individuals at all levels within the organization
  • Ability to work well under pressure in a fast-paced and deadline-oriented environment
  • Proven ability to quickly learn new technologies and clearly communicate their value proposition
  • Ability to present complex information to a variety of audiences

JOB RESPONSIBILITIES

  • Provide first level support for service requests and incident resolution on Aurachain Platform & Custom Apps

*Responsible for logging and tracking incidents and service requests by utilizing, monitoring and managing JIRA Customer Portal ticketing system

* Validate User Requests proper categorization & prioritization

* Document detailed and proper descriptions of problems and resolutions in ticketing system

* Accurately troubleshoot and decipher problems by asking probing questions and utilizing available resources

* Analyze, diagnose, and provide workarounds, when possible, until the fix can be supplied to the customer

* Escalate unresolved issues to L2 – the product team, with all available information

* Maintain ownership of escalated incidents and requests through resolution, owning the relationship with the customer

* Follow up on all outstanding calls and open ticket items to ensure timely resolution and customer satisfaction

* Follow up with users to ensure problems were resolved successfully

  • Manage Aurachain Platform releases/patches cycle

* Perform the rollout of Aurachain Platform new release on customer environments  (DEV, TEST & PROD) – On cloud

* Ensures platform releases deployment guidance on customer environments (DEV, TEST & PROD) – On premise (only if agreed by contract)

  • Ensure Aurachain Platform Management (OS level upwards) – On Cloud:

*Aurachain Platform administration (setup users, email, notifications, etc),
*Layered operational monitoring (servers & services monitoring)
*Scheduled Preventive and Proactive Maintenances (for cleanup, extensions, etc)
*Scheduled automated Backups and Recovery

  • Maintain a predefined call closure rate on incidents entered into ticketing system
  • Document related issues to maintain a platform support Knowledge Base
  • Create and maintain how-to articles about the Aurachain platform, including features, tips & tricks, configurations, troubleshooting, FAQs
  • Provide assistance and guidance to customers and partners on how to make use of the platform
  • Initiate and deliver ad hoc individual client/partner training workshops, if necessary
  • Facilitate forwarding new platform feature requests and provide platform feedback to the Product Development Team
  • Collaborate with Aurachain product team to understand new features and enhancements related to upcoming releases
  • Monitor customer’s adoption of Aurachain platform and proactively encourage areas for improvement
  • Cultivate and maintain strong relationships with key customer’s stakeholders to ensure customer success
  • Maintain regular communication with both the customer and internal teams, and effectively manage client’s expectations

Travel:

  • 10 % of work time

We take your privacy seriously. Aurachain is a GDPR compliant company, by applying to this job post, you consent with your data being processed in accordance with our Privacy Policy which you can find on https://aurachain.ch/privacy-policy/