ThetaRay

Tier 2 Support Engineer

ThetaRay

full-time

Posted on:

Origin:  • 🇪🇸 Spain

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Job Level

JuniorMid-Level

Tech Stack

AzureKubernetesLinuxSQL

About the role

  • Technical escalations - Resolve issues that are escalated from Tier 1 support
  • Customer communication - Engage directly with customers on multiple issues, providing clear and concise communication throughout the life cycle of the case
  • Become a product expert for customers and stay up-to-date on new features
  • Support our customers during the onboarding, implementation, and production phases including incidents and deployments
  • Work closely with the Tier 3 Engineers and escalate according to our escalation flows
  • Knowledge management - Document solutions and best practices to assist other support teams and reduce future escalations
  • Participate in our global On Call rotation
  • KPIs - Adhere to strict KPI’s and SLAs both internally and externally

Requirements

  • Minimum of 2+ years of experience in a Technical Support organization - must
  • Experience in SysAdmin on Linux environment and networking - advantage
  • Strong analytical and troubleshooting skills with a proven ability to solve technical problems
  • Familiarity with Kubernetes administration (Azure AKS, RedHat OCP) - must
  • Experience working with SQL databases - an advantage
  • Hands-on experience with version-control tools such as GIT/BitBucket
  • Strong business orientation with the ability to collaborate effectively with external clients and cross-functional teams
  • Excellent team player with strong interpersonal skills
  • Fluency in English and Spanish is required; proficiency in French is considered an advantage
  • Willingness to work in a hybrid model (3 days per week from the Madrid office)