Account Support Analyst
NCR Corporation
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)
