Required a Software Support Tier 3.
Function as a technical support Tier for SW issues.
Contain all field SW escalations that dont require code changes.
Independently resolve customer complex issues by analyzing product and systematic issues (SW, IT, databases).
Provide troubleshooting plans and technical solutions.
Reproduce customer issues, find root cause.
On-site support for complex cases.
Proactively identify points of failure, and drive for resolution.
Proactively drive support-related features development.
Initiate Support-related Specs, improvements, utilities.
Document solutions, procedures, best known methods.
Requirements:
Bachelors degree in computer science and / or engineering and/or other technical degree.
>3 years proven experience in complex product systems troubleshooting / support / development / QA.
Ability to multitask, prioritize, and manage time effectively.
Willingness to work off hours and weekends.
Team player with fantastic communication and collaboration skills.
Excellent English verbal and written.
Willingness to travel up to 30%.
Advantage: previous experience as IT engineer (networking, databases, OS, computing HW).