L3 Middle Support Engineer IRC300983

Description

Join us as an L3 Support Engineer on a project with a leading US-based provider of automated car wash systems. The project is focused on the development of a brand-new hybrid platform designed to replace current legacy solutions and unlock new business potential. We are looking for people who are eager to work in a fast-paced, solutions-oriented, and creative environment.

Requirements

• 2+ years of experience as a Customer Support Engineer (L1, L2, or L3).
• 2+ years of experience in technical support, QA, data analysis, development, or technical account management.
• Intermediate level of English is a must.
• Strong hardware/software (HW/SW) troubleshooting and problem-solving skills.
• Experience with SQL querying and data management.
• Ability to perform log-level analysis.
• Good reporting and prioritization skills.
• Structured and process-oriented.
• Exceptional troubleshooting, problem-solving, customer service, and analytical skills.
• Self-motivated, a team player, and eager to learn independently.
• Knowledge of Computer Science fundamentals.
• Good experience with manual testing.
• Ambition to learn new systems, procedures, and techniques in a short period of time.
  
  
  

Job responsibilities

• Work from the office only 1 day per week (Lviv, Ukraine)
• Act as an L2–L3 Support Engineer, assessing issues and providing solutions for problems that cannot be handled by Tier 1.
• Manage the incident lifecycle until incidents are fully resolved or a workaround solution is provided.
• Support incident management after deployment.
• Perform log-level analysis.
• Work closely with R&D and QA on escalated issues.
• Constantly monitor case status.
• Communicate directly via chat, meetings, and email in a professional manner, providing regular updates until the case or defect is resolved.
• Take end-to-end ownership of customer technical issues, including initial troubleshooting, root cause identification, issue resolution, and communication.
• Work in our laboratory to support effective incident resolution and service assessment from the end customer’s point of view.
• Collaborate with R&D and product teams on escalations and product enhancement requests.
• Enrich our client knowledge base with relevant technical information.
• Provide product feedback and insights to the business and R&D teams.
  
  
  

What we offer

Empowering Projects: With 500+ clients spanning diverse industries and domains, we provide an exciting opportunity to contribute to groundbreaking projects that leverage cutting-edge technologies. As a team, we engineer digital products that positively impact people’s lives.

Empowering Growth: We foster a culture of continuous learning and professional development. Our dedication is to provide timely and comprehensive assistance for every consultant through our dedicated Learning & Development team, ensuring their continuous growth and success.

DE&I Matters: At GlobalLogic, we deeply value and embrace diversity. We are dedicated to providing equal opportunities for all individuals, fostering an inclusive and empowering work environment.

Career Development: Our corporate culture places a strong emphasis on career development, offering abundant opportunities for growth. Regular interactions with our teams ensure their engagement, motivation, and recognition. We empower our team members to pursue their career goals with confidence and enthusiasm.

Comprehensive Benefits: In addition to equitable compensation, we provide a comprehensive benefits package that prioritizes the overall well-being of our consultants. We genuinely care about their health and strive to create a positive work environment.

Flexible Opportunities: At GlobalLogic, we prioritize work-life balance by offering flexible opportunities tailored to your lifestyle. Explore relocation and rotation options for diverse cultural and professional experiences in different countries with our company.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.