2nd Line Senior Support Engineer

About the Position

R Systems is searching for an experienced 2nd Line Senior Support Engineer to join our team of innovators! As a Senior Support Engineer, you will be an integral part of the Managed Service and Support team within the broader Chief Operating Officer (COO) organization. Your role involves collaborating with various business stakeholders to ensure exceptional service for our esteemed clients.

Responsibilities

• Advanced Technical Support: Provide expert-level assistance to all partners, addressing escalated issues and serving as the subject matter expert for specific partners within a dedicated customer-focused team.
• Mentorship: Guide and support the First Line team by offering constructive feedback on ticket updates and assisting in resolving similar issues in the future.
• Knowledge Sharing: Develop and deliver documentation, guides, and technical workshops to peers, fostering effective knowledge transfer.
• Incident Management: Play a pivotal role during incidents by diagnosing, troubleshooting, identifying root causes, restoring services, conducting clean-up activities, implementing preventive measures, and managing both internal and external communications.
• Root Cause Analysis: Ensure that every disruptive incident is accompanied by a comprehensive root cause analysis report for our partners.
• Proactive Improvement: Take a proactive approach in developing and implementing tools, processes, and automation to enhance the management of the environment, focusing on innovation and improvement of existing systems and processes.
• Cross-Functional Collaboration: Work closely with various functions, including Engineering, Delivery, Finance, and other teams, to seek support when needed, ensuring alignment of priorities and adherence to Service Level Agreements (SLAs).
• Change Management: Document and implement internal change requests within the operations team, including comprehensive test plans (e.g., certificate rotations).
• Stakeholder Communication: Keep stakeholders informed about complex ongoing changes, activities, or incidents affecting the service, in line with contracted SLAs.
• Partner Onboarding: Handle configuration tasks for both existing and new customers during the onboarding process.
• Monitoring Optimization: Set up and configure monitoring systems, regularly reviewing thresholds with the First Line team to minimize false alarms and ensure effective platform monitoring.
• Customer Engagement: Participate in scheduled customer meetings to assist with troubleshooting live issues when necessary, including end-to-end testing.
• Reporting and Reconciliation: Conduct reporting and reconciliation activities to diagnose potential operational issues causing record misalignment.

Requirements

• Extensive experience in technical support or Network Operations Center (NOC) environments.
• Working knowledge of Service Level Agreements (SLAs).
• Experience with cloud technologies and platforms.
• Familiarity with database technologies.
• Proficiency in SQL and experience analyzing data within SQL databases.
• Proven track record in troubleshooting technical issues, complex problem-solving, monitoring, and alerting.
• Experience in formal report writing and confident communication skills.
• Ability to thrive in a fast-paced, high-tech environment.
• Composed, clear-thinking, open-minded, and flexible, with the capacity to handle ambiguity.

Nice to Have

• Experience as a Second Line Support Analyst or Application Support Analyst.
• Support experience for web-based internet services operating in real-time, mission-critical environments.
• Knowledge of scripting languages such as PowerShell or Python.
• Experience with Windows and Linux servers, web servers, containers, and APIs.
• Solid understanding of data security and protection.

We Offer

• Hybrid work policy: Promote and improve work-life balance with proper work equipment.
• Health coverage: Full access to private medical subscription.
• Professional development: Free and unlimited access to Udemy online learning platform.
• Building a community: Referral bonus, long-term contribution rewards, and fun activities.
• People-centered offices: Private and co-working spaces in central city locations.
• Food for thought: Occasional Lunch & Learn sessions and mentoring & coaching sessions.
• Healthy rivalry: (Inter)company sports competitions, hackathons, and reading marathons.
• A chance to give back: Social community events like planting trees, baking cakes, playing chess, crafting, or donating to a cause.
• Lots of fun: Team buildings, parties, and other team events.

About the Company

R Systems is a global technology and analytics services company. We help our clients achieve speed-to-market, overcome digital barriers, and create business value with our specialized service offerings and consultative business approach. We speak the language of business as fluently as we do the language of technology. In other words: We speak Digital. Our goal: accelerate our clients’ digital leadership.

At R Systems EU, we embrace diversity. Inclusion is a priority for us, and we are eager to foster an environment where everyone feels valued. We welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability, or sexual orientation.

Some quick aspects we take pride in:

• 3,000+ EMPLOYEES WORLDWIDE
• YEARS OF EXPERIENCE IN TECHNOLOGY INNOVATION ACROSS BUSINESS SECTORS
• OFFICES IN 12 COUNTRIES IN EUROPE, US, APAC
• DELIVERY HUBS INCLUDING CENTERS OF EXCELLENCE IN ROMANIA, POLAND, MOLDOVA

R Systems is Great Place to Work™ certified.

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