Support Engineer - Jira

Responsibilities

Own, solve complex customer technical issues, using collaboration, troubleshooting best practices, transparency with different teams, maintain updates on the case.
Error diagnosis (code review if needed), debugging, validation, and root cause analysis.
Enable replication of issues to verify product-related bugs.
Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience.
Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
Provide technical leadership and mentoring for Support Engineers.
Be the primary contact for local escalation management for the expertise acquired within a product domain, and to provide resolution.

Experience

3+ years of experience in Technical Support, Software Services, and system administration for a large end-user community
Track record to de-escalate difficult situations with customers, working with executive levels, while working on tickets and mentoring your team.
Experience mentoring other support engineers to grow their technical and troubleshooting skills.
Have supported customers over email, phone, and screen-shares.
Experience working in a high case volume environment
Coordinate training for new hires and conducting training using the skill gap analysis.

Qualifications

Must have Skills:

Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.
Experience with APIs and REST calls.
Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis.
Experience working with Splunk searching, monitoring, and analysing machine-generated data via a Web-style interface or similar tools.
An understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.
Understanding Java-based apps, being able to analyse/troubleshoot Java-based exceptions.
Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.
Familiarity with Cloud technologies