System Support Engineer - L2

Role: System Support Engineer - L2

Brief about Role & Responsibilities:

• Become an established technical trouble shooting “expert” supporting & providing guidance to the Customer Support team to resolve issues with products/connectivity.
• Responsible for managing tickets & updating clients & account manager updated on progress.
• Provide technical expertise for all questions arising during the trouble shooting process. Respond to questions arising from different client stakeholders with corresponding technical responses.
• Ensure clients remain informed of the issue and articulate the problem in an appropriate manner from first identifying the issue through to resolution.
• Use your project and internal / client stakeholder management expertise to develop, agree and deliver technical projects for larger complex issues.
• Identify trends and potential problem sources escalating, where necessary. Gather data and share finding
• Investigate queries and liaise with product team, if necessary, to ensure problems are resolved. Determine the root cause issues and thoroughly document resolutions and workarounds as Knowledge Based articles.
• Lead and participate in continuous improvement reviews to evaluate the process and identify areas for development.
• Be competent with how internal & external third-party platforms operate. Establish key contacts & relationships with internal & external colleagues.
• Act as a primary interface with the Development Team on any escalations from client users and own the resolution path for detailed technical solutions to issues.
• Develop and regularly maintain a great general knowledge of all Freespace products to help define new ways of trouble shooting & investigation issues.
• Coordinate with Support team & Account Management in the organisation to provide updates on issues identified & working progress.

The Person:

• A genuine commitment to placing the customer first.
• A positive can-do attitude, able to work on own initiative.
• Ability to make decisions, compile reports based on data analytics.
• Able to work fast and solve problems under pressure at times of high workload and competing priorities.
• Remain focused, composed, optimistic and flexible in difficult situations, resilient and bounce back from failures or disappointments.
• Focuses on results and desired outcomes and how best to achieve them.
• Comfortable working with ambiguity & to question to gain full understanding.
• An ongoing commitment to learning and self-improvement.
• A willing and helpful person who thrives on providing support for the team to achieve their goals.
• Flexible; willing to shift work hours where needed to deliver client service.

Required skills & experience:

• Bachelor’s degree of Engineering in Computer Engineering, IT, Electronics, ENTC, etc.
• Willingness to provide Night support during US and UK business hours on a rotational shift.
• Minimum 5 years of experience in relevant field; IOT environment.
• Expert/Intermediate level proficiency in MySQL
• Intermediate level proficiency in JavaScript, React JS
• 5+ years customer service experience within a technical industry, ideally in a support or help desk role
• Previous experience providing 2nd or 3rd line software or SaaS deployment support with a strong ability to contribute at a technical level.
• Experience of writing and/or delivering training & presentations would be advantageous.
• Experience of working with and validating analytics data
• Proficient with visual design software such as Adobe Photoshop, etc. will be good to have.
• Strong cause-effect analytical abilities to solve problems.
• Strong problem-solving skills
• Excellent communication skills – presentation, written and verbal is essential. Able to communicate across a range of stakeholders.
• Excellent Inter-personal Skills
• Willingness to work in rotational shifts (night shift included)

Behaviors and Mindset:

• Should be able to exhibit Professionalism with good interpersonal skills and excellent communication.
• Unafraid to own mistakes.
• Take responsibility and ownership of the work assigned.
• Be passionate about understanding business problems and using data to tell the stories in delivering solutions that drive client decisions.
• A keen solution mindset that helps users achieve the best out of a product feature.
• Clarity of thinking and an ability to explain complex logic and reasoning in simple language.
• Convincing and confident with technical knowledge, yet humble and inclusive in getting buy-in from clients and partners.
• Highly organized, and able to manage multiple projects simultaneously.
• Extremely client focused as well as flexible and agile; able to adapt quickly and responsively to client needs.
• Ensure high standards by instilling data quality checks, code reviews, and documentation in work and team practices.
• Able to challenge solutions and processes in creating the best products and environment to work.