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    Middle Support Engineer - Medellín, Colombia - Sombra

    Sombra
    Sombra Medellín, Colombia

    hace 1 semana

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    De jornada completa
    Descripción

    Our Project:

    Our client is the leading workforce management solution for the skilled trades. They make it easier for skilled laborers to find work and for companies to find in-demand, trained workers. Client operates across the solar, wind, construction, defense, and oil & gas industries. Through people and technology, they provide the staffing, training, and professional services to empower the people who get hard work done.

    It is the network that powers the energy industry. By making it easier, faster, and safer to do business in energy, our client is accelerating the pace of growth and innovation.

    We are looking for an L2 Support Engineer to help support our platforms by handling the first line of support for the inbound issues to engineering

    Requirements:

    • 2+ years of experience in providing technical customer support,
    • Excellent verbal and written communication skills,
    • Excellent problem-solving and troubleshooting skills,
    • Experience in handling multiple issues with conflicting priorities,
    • Experience in executing and writing scripts using Python or PowerShell or similar technologies,
    • Experience and understanding of software source control systems, preferably Github,
    • Experience in executing API requests using Postman or Insomnia or similar tools,
    • Experience in writing and executing database queries using SQL or MongoDB or similar technologies,
    • Technical diploma or degree or equivalent experience,
    • Advance English
    • Nice to have: basic knowledge and understanding of coding concepts or a programming language,
    • Nice to have: familiarity with a CI/CD tool,
    • Nice to have: familiarity with GCP, AWS, or other cloud technologies.

    Responsibilities:

    • Provide the first line of communication for engineering support to be able to assist in resolving customer issues with the client`s applications,
    • Be able to triage and route the incoming support requests to the appropriate engineering teams,
    • Ensure customer tickets are responded to within the established timeframes and support service levels are achieved,
    • Resolve the issues by following the solution through an established runbook,
    • Create and improve runbooks to continue to improve both the performance of addressing support requests and decreasing the overall load,
    • Collaborate with engineering teams to troubleshoot and identify the root cause of the issues and escalate unresolved issues to the next level of support,
    • Monitor and ask support questions in the on-call Slack channel,
    • Be familiar with PagerDuty or an equivalent incident response platform, creating and maintaining schedules and understanding how to respond to alerts,
    • Create scripts for automation as needed,
    • L2 support should be available during normal business hours, 9 am-5 pm CST.

    We Offer:

    Well-being:

    • Annual Vacation – up to 15 unpaid working days within an individual year.
    • Sick Leave – up to 10 unpaid working days within an individual year.

    Professional Growth:

    • Dedicated professional training – 50% reimbursement of the professional training cost.
    • Sombra University courses – enjoy various learning opportunities through Sombra University. It offers many educational classes, as well as academic lectures on a variety of topics.
    • Sombra Around Tech – community attendance – Sombra unites engineers and experts in several areas: Front-end, Back-end, QA, DevOps, and business analysis.
    • Mentorship program – available on request.
    • UDEMY online course platform – stay up-to-date with the latest technologies and programming languages.
    • English courses and Speaking Club – attend English classes twice a week in small groups.

    Added advantages:

    • Work equipment (Laptop, monitor, and small devices compensation).
    • Sombra's referral program
    • If you know someone you believe is a good fit for our cooperation, you can recommend them and get a reward
    • Public Holidays – celebrate 18 statutory holidays in Colombia.
    • Sombra events – Join Sombra's traditional events (both online and offline).
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