L3 SupportEngineer - Remote Friendly

About the role

As an L3 Support Engineer at Emporix, you will play a pivotal role in ensuring the seamless operation of our e-commerce platform. This position is designed for individuals who are passionate about providing exceptional technical support and thrive in a dynamic environment. You will collaborate closely with cross-functional teams to resolve complex issues, enhance system performance, and contribute to the continuous improvement of our services. This remote-friendly role offers the flexibility to work from anywhere while being part of a dedicated team committed to delivering top-notch support to our clients.

Key facts

What you'll do

• Serve as the primary point of contact for escalated technical issues, providing expert-level support to both internal teams and external clients.
• Analyze and troubleshoot complex problems related to the Emporix platform, ensuring timely resolution and minimal disruption to services.
• Collaborate with development teams to identify root causes of issues and implement effective solutions to prevent recurrence.
• Document all support interactions and resolutions in our ticketing system to maintain a comprehensive knowledge base.
• Conduct thorough testing of new features and updates to ensure they meet quality standards before deployment.
• Provide training and guidance to junior support staff, fostering a culture of knowledge sharing and continuous learning.
• Monitor system performance and proactively identify areas for improvement, making recommendations to enhance overall efficiency.
• Participate in on-call rotation to provide after-hours support as needed, ensuring 24/7 availability for critical issues.
• Engage with clients to understand their needs and gather feedback, contributing to the development of new features and enhancements.
• Stay up-to-date with industry trends and emerging technologies to ensure that Emporix remains at the forefront of e-commerce solutions.
• Collaborate with product management to refine product documentation and user guides, ensuring clarity and accessibility for users.
• Assist in the development and implementation of support processes and best practices to improve service delivery.

Requirements

• A minimum of 3 years of experience in a technical support role, preferably in the e-commerce or software industry.
• Strong understanding of web technologies, including HTML, CSS, JavaScript, and RESTful APIs.
• Proficiency in troubleshooting complex technical issues, with a proven track record of resolving high-impact incidents.
• Experience with ticketing systems and customer relationship management (CRM) tools.
• Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical stakeholders.
• Strong analytical and problem-solving skills, with a keen attention to detail.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Nice to have

• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
• Experience with database management systems, particularly SQL and NoSQL databases.
• Knowledge of DevOps practices and tools, including CI/CD pipelines.
• Previous experience in a customer-facing role, enhancing your ability to understand client needs.
• Understanding of e-commerce platforms and best practices in online retail.

Skills & tools

• Proficient in using support tools such as Jira, Zendesk, or similar platforms for ticket management.
• Familiarity with monitoring tools to track system performance and identify potential issues.
• Knowledge of version control systems, particularly Git, for collaborative development efforts.
• Experience with scripting languages such as Python or Bash for automation tasks.

Practical notes

• This position is fully remote, allowing you to work from anywhere while being part of a collaborative team.
• Candidates must possess valid work authorization for Poland to be considered for this role.
• The salary is competitive and will be determined based on your experience and qualifications.
• Emporix values a diverse workforce and encourages applications from individuals of all backgrounds.

META

Company: Emporix

Title: L3 Support Engineer

Remote Friendly

Listed

location: Gliwice, Poland

Job type: Full-time

Apply URL: https://emporix.bamboohr.com/careers/82