Systems Support Engineer II
Experian
Heredia, Heredia, Costa Rica
hace 6 días

Job Focus :

Systems Engineer is responsible for providing superior support to our clients. As a front line contact, you will ensure that our products are working as intended, assist with complex technical solutions, and address technical questions.

This may involve troubleshooting issues, investigating and reporting product bugs, and offering suggestions to maximize performance and product functionality.

Support Engineers will be expected to gain a rapid familiarity with our products to effectively troubleshoot and provide sound resolutions and / or recommendations.

Internally, you will work closely with Development, QA, Product, and Solutions Engineering groups. As product bugs are discovered, you will be responsible for recreating, documenting, and escalating issues up through the company.

Additionally, you will provide solutions and feedback for continuous product improvement.

Responsibilities

  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Prepare accurate and timely reports
  • Document knowledge in the form of knowledge base tech notes and articles
  • Required Qualifications :

  • At least 3 years of proven working experience in enterprise technical support
  • Basic knowledge of Unix / Linux systems, utilities and scripting
  • Excellent customer service and trouble shooting skills a must
  • Strong problem-solving skills
  • Excellent client-facing skills
  • Excellent English written and verbal communication skills
  • A successful candidate must be able to thrive in a fast-paced environment, where they will be expected to contribute to the development of policies, procedures, and best practices
  • Must be a self-starter with a high degree of energy and be able to multi-task with ease
  • Experience with 24 / 7 on-call customer / system support
  • Meticulous attention to detail
  • Exposure to AWS application deployments
  • Experience building custom queries in SQL Server and Oracle; experience in administration of SQL Server or Oracle is a plus;
  • Experienced in Salesforce or similar
  • Proficiency in a scripting language (shell scripts, perl, ruby, or similar) a plus
  • Prior experience supporting web based applications
  • SQL (Oracle Preferred) proficient
  • Optional

  • BS degree in Information Technology, Computer Science or equivalent
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