Sr. Technical Support Engineer II - SQL, Linux, API
Taguig City, Metro Manila
Permanent
Full-time
1 month ago
Your Responsibilities: Providing support in a 24x7x365 to customers in a follow the Sun model in collaboration with other offices located in Canada and Australia. Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert and providing level two diagnoses and issue resolution on our Platform. Triaging to internal and external teams, pushing for resolution within OLAs by being the Customer advocate with Engineering, Development and 3rd party Vendor teams Monitoring systems and handling events, proactively recognizing and acknowledging alerts, responding to alerts or emergency issues within 5 minutes during working hours (Event Management) Act as first responders to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management) Document, publish and maintain knowledgebase articles to help optimize the workforce Drive operational efficiency and improvements Work schedule: Night shift (9pm-6am) (Rotational weekend shift; 24x7 support team) Requirements to you: 2+ years of experience working in capacity of Technical Support or similar Experience working with Webservers and Databases - Apache, IIS, MySQL, MSSQL and PostgreSQL Experience working with Monitoring tools (desirable Zabbix, Monitis) Strong knowledge of Application Protocols - DNS, HTTP, HTTPS (SSL), FTP Basic understanding or experience working on Linux environments General understanding of technologies on Apis webservice: JSON, REST, OAuth,.. Experience in Microsoft technology stack, including .NET, Commerce Server, Share Point, SQL and TFS. Experience in Web Technologies such as .NET Framework 3.5 or higher Knowledge of SSIS, ASP.Net, C#, CSS, XML, JavaScript, Visual Studio, TFS/JIRA, IIS, FTP & Web Services Datadog, AppDynamics, Splunk (advantage) Knowledge of Monitoring/logging tool is a plus Knowledge of JIRA, Confluence are an advantage Flexibility working some weekends Passion for providing exemplary customer service, strong customer focus Eager to learn new technologies Good verbal and written professional communication, fluent in French & English. Self-motivated and proactive in performing duties Attention to detail Team player Nice to have. Exposure to: ITIL certification Microsoft Azure certification Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL Exposure to virtualization and orchestration technologies such as Docker and Kubernetes Experience with CloudBlue Commerce platform Show more Show less