Application Support Engineer L2

Brinqa is looking for a level 2 technical support engineer to join our team. In this role you will work as part of a small, dynamic and fast moving customer support team to deliver quality resolutions to our customers. We are looking for a well-rounded support engineer who can think strategically, is a great communicator and is a good advocate for the customer. The ideal candidate must be self-directed and a fast learner, flexible enough to work with new technologies and be passionate about solving customer problems.
The Support Engineer will work directly with Brinqa customers to own all technical concerns regarding their Brinqa deployments. Support Engineers will provide experienced support and troubleshooting skills to resolve complex technical issues, and proactively address any challenges that impact broader adoption of Brinqa products. Responsibilities :
  • Own and resolve issues with a high sense of urgency and professionalism.
  • Ability to perform in-depth troubleshooting, be familiar with the customer environments, and provide root cause analysis reports.
  • Hop on calls with customers for high priority tickets to identify root causes or establish immediate steps and communicate towards addressing the issues.
  • Coordinate with internal teams as needed in order to identify issues/establish next steps to address the customer issues.
  • Prioritize high-profile and escalated cases and follow through to resolution.
  • Effectively communicate with customers via the service desk, email, phone and other electronic methods.
  • Maintain excellent relationships with customers.
  • Contribute to Brinqa knowledge, community, and training resources.
  • Escalate support cases and priority issues to management as needed.
  • Maintain impeccable case hygiene and customer related files and records.
  • Suggest and implement improvements to internal processes and tools.
  • Identify and independently take on additional tasks.
  • Seek out and embrace leadership and mentoring opportunities.
Requirements :
  • Technical Support Enthusiast. 4+ years demonstrated experience supporting and troubleshooting enterprise level, mission-critical applications. Excellent case worker (skilled at Atlassian suite of tools, response writing, and call handling).
  • Highly Technical. 4+ years of experience with Java/Groovy, Security and networking, Databases. Linux experience is required. JSON experience is a plus.
  • Customer Focused. Strong interpersonal skills, demonstrated by the ability to; listen to customers; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with and facilitate respective teams.
  • Continuous Learner. Ability to learn new technologies and concepts quickly. BS degree in Computer Science preferred, or equivalent technical or quantitative degrees and equivalent technical support work experience.
  • Problem Solver. Demonstrated success as a highly creative, curious technologist and problem solver Multi-Tasker. Demonstrated ability to multitask, handle frequent interruptions, and prioritize a high volume workload with a high sense of urgency and accuracy.
Qualifications (must have) :
  • Bachelor’s degree in Computer Science/Information Science.
  • Three or more years of Level 2 support experience.
  • Experience working with Java.
  • Working knowledge of Linux and Linux command-line.
  • Basic understanding and working knowledge of databases.
  • Basic understanding of 3-tier architecture.
  • Good listening skills coupled with good written and verbal communication skills.
  • Teamwork and collaboration skills.
Qualifications (preferred) :
  • Experience working with Groovy and Grails.
  • Experience in Security and networking domain..
  • Knowledge of NoSQL databases, specifically Neo4j.
  • Familiarity with application deployment and AWS.
  • Software: Nginx, Apache Tomcat, IntelliJ IDEA, JIRA

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