Sr. Technical Support Engineer II

3 days ago

Taguig, National Capital Region, Philippines Ingram Micro Full time $40,000 - $80,000 per year

Your Responsibilities:

  • Providing support in a 24x7x365 to customers in a follow the Sun model in collaboration with other offices located in Canada and Australia.
  • Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert and providing level two diagnoses and issue resolution on our Platform.
  • Triaging to internal and external teams, pushing for resolution within OLAs by being the Customer advocate with Engineering, Development and 3rd party Vendor teams
  • Monitoring systems and handling events, proactively recognizing and acknowledging alerts, responding to alerts or emergency issues within 5 minutes during working hours (Event Management)
  • Act as first responders to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management)
  • Document, publish and maintain knowledgebase articles to help optimize the workforce
  • Drive operational efficiency and improvements
  • Work schedule: Night shift (9pm-6am) (Rotational weekend shift; 24x7 support team)

Requirements to you:

  • 2+ years of experience working in capacity of Technical Support or similar
  • Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL
  • Experience working with Monitoring tools (desirable Zabbix, Monitis) Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP
  • Basic understanding or experience working on Linux environments
  • General understanding of technologies on Apis webservice: JSON, REST, OAuth,..
  • Experience in Microsoft technology stack, including .NET, Commerce Server, Share Point, SQL and TFS.
  • Experience in Web Technologies such as .NET Framework 3.5 or higher
  • Knowledge of SSIS, ASP.Net, C#, CSS, XML, JavaScript, Visual Studio, TFS/JIRA, IIS, FTP & Web Services
  • Datadog, AppDynamics, Splunk (advantage)
  • Knowledge of Monitoring/logging tool is a plus
  • Knowledge of JIRA, Confluence are an advantage
  • Flexibility working some weekends
  • Passion for providing exemplary customer service, strong customer focus
  • Eager to learn new technologies
  • Good verbal and written professional communication, fluent in French & English.
  • Self-motivated and proactive in performing duties
  • Attention to detail
  • Team player

Nice to have. Exposure to:

  • ITIL certification Microsoft Azure certification
  • Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP
  • Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL
  • Exposure to virtualization and orchestration technologies such as Docker and Kubernetes
  • Experience with CloudBlue Commerce platform

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