Senior Support Engineer

CORE PURPOSE OF ROLE:

Senior Support Engineer will have to recreate software issues, document them, and find solutions together with our global development team. In this role one also supports the creation and maintenance of documentation as well as e-learning platform.
Ultimately, Senior Support Engineer will be a person our customers trust and upon whom they rely to provide timely and accurate solutions to their technical problems.

KEY RESPONSIBILITIES:

• Ensuring customer issues are reported and seen through to resolution.
• Assisting with the research, diagnosis, troubleshooting and identification of solutions to resolve issues with the Software Defined Mainframe.
• Ensuring standard procedures for the proper escalation of unresolved issues to the appropriate internal teams are followed.
• Overseeing the creation of workarounds and best practices for the Software Defined Mainframe platform.
• Working with the clients to resolve technical issues.
• Contributing to the provision of customer support 24/7Supervising and assisting with the maintenance of a documentation base in problem resolution and best practices for the product.
• Conceptualize and create customer oriented e-learning content for internal and external parties.

CANDIDATE EXPERIENCE AND QUALIFICATIONS:

• Five or more years of experience of either Linux in an enterprise environment or z/OS.
• Knowledge of mainframe programming languages such as COBOL, PL/I and Assembler.
• Familiarity with scripting languages used in a Linux environment, especially Python.
• Strong skill set around application support and understanding C/Java development architecture.
• Interest in open-source technology.
• Demonstrated ability to learn new technologies quickly.
• Master's degree in information technology or similar, or equivalent work experience.

SKILLS & COMPETENCIES:

• Strong customer support background in enterprise environments.
• Fluent English speaker/writer.
• Highly developed analytical and troubleshooting abilities.
• Excellent communication skills.
• Strong sense of urgency and solution orientation
• Creative and collaborative mindset