L2 Technical Support Specialist

1 week ago


Australia Earnix Full time

About Earnix

Earnix is a leading fintech growth company serving the insurance and banking industries.

Job Summary

We are seeking a highly skilled L2 Technical Support Specialist to join our Customer Support team. As a Technical Support Engineer, you will be the technical focal point for customers, investigating and analyzing complex customer scenarios and providing innovative solutions for their needs.

Key Responsibilities

  • Have end-to-end responsibility for solving L2 cases under defined SLAs
  • In-depth analysis of field raised issues, providing temporary workarounds while working with L3, DevOps, R&D and Product on permanent solutions and fixes
  • Proactively identify critical points of failure, raise flags & escalate issues that are of urgent nature
  • Responsible for knowledge management, training content and playbooks for all Support Tiers
  • Work closely with Professional Services experts and Customer Success Managers to prioritize issues, communicate status, and oversee end-to-end resolution
  • Participate in the team's on-call rotation

Requirements

  • 2+ years of experience as a Tier 2 engineer in SaaS organizations in a B2B customer service/support setting – A must
  • 1-2 solid years of experience with AWS, Google Cloud or Azure work experience/certification - A must
  • Outstanding interpersonal skills with a service-oriented approach
  • Excellent problem-solving skills with a desire to learn and take on responsibility
  • Detailed-oriented, motivated self-learner and amazing team player
  • Exposure to and experience with Linux, Windows, container engines, Bash, and Python
  • Experience with JBoss, PostgreSQL, Containers and Java - an advantage
  • Advanced understanding of networking – an advantage
  • Ability to work in a fast-paced and dynamic environment

What You'll Excel By

  • Excellent communication skills -with customers and colleagues alike
  • Collaborating closely with colleagues across all company departments
  • Being resourceful and creative

Why You'll Love It

  • This is an incredibly impactful role in the organization
  • You will have the opportunity to work in a successful, fast-moving, mission-driven company
  • You will have autonomy and growth opportunities
  • You will collaborate with other creative and enthusiastic team members
  • Earnix has competitive benefits with an all-for-one mentality

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