L2 Support Analyst in Constanţa

Databases (advanced) Linux (advanced) JSON (advanced) SOAP (advanced) REST API (advanced) SQL (advanced) Web/SaaS (advanced) We are an American product company that develops a FORM platform to conduct inspections and surveys for our customers. We live in a digital age, where we want to provide top service to our internal and external customers.FORM is looking for a L2 Support Analyst to join our team and grow with the company.Requirements:Experience as a Technical Support Analyst, Software Support Engineer or similar role;Experience with incident tracking systems (JIRA, ITSM tools);Experience with Web/SaaS applications;Experience in log analysis and associated root cause investigation;Good knowledge of SQL;Experience in: UNIX, Windows;Familiarity with XML, JSON standards;Understanding of networking concepts such as HTTP, Email, DNS, SSL;Experience with scripting, programming will be a plus;Experience with CI/CD (TeamCity) will be a plus;At least one fluent language from the list: English, Ukrainian, RussianITIL framework Knowledge and experience in Support processes will be a plus.Technically capable, able to understand different tools, fast learner;Good communication skills;Highly motivated and takes ownership of issues and processes;Self-organized — can work with minimal oversight;Team player;Very detail-oriented, enjoys solving puzzles and identifying root causes;Experience with collaborating with different teams and departments in driving issue or process gap to closure.Responsibilities:Investigation and root cause analysis for platform issues escalated from Tier 1 Team.Participating in hotfix delivery process as issues resolution verification point.Collaborating closely with Product management, Engineering, QA, Operations, and Professional Services team for effective issues resolution, workaround identification, and Root Cause Analysis provisioning for high visibility customer issues.Resolution of technical issues that do not require platform development efforts (via configurations, module restarts, data recovery, etc.).Escalation of complex technical issues to Engineering Teams with proper prioritization and issue context till resolution.Customer and internal SLA adherence (i.e. time to respond, issue updates,etc.).Collaborate with Tier 1 Support team to document common platform issue troubleshooting steps and resolution; conduct knowledge transfers to improve speed of common issues resolution and issues investigation best practices.Track and document issue details, troubleshooting steps, resolution, and root cause as tickets.Why we love working here:An enjoyable, team-oriented and professional atmosphere in a flat-structured organizationWe work in an international team of opensource minded geeksEveryone has a voice in our company, and many ways for getting your ideas across.We have very open lines of communication and expect it both ways.What we offerFORM offers a challenging job in a dynamic, high-tech, flat structured environmentWe work in an international team of open source minded geeksYou can build your own schedule, jump into projects that interest you, and take charge of your own personal development.We have versatile development opportunities both inside and outside ITYou can work remotely or in our Kraków office8,843 - 16,580 PLN net (B2B) or 7,736 - 15,478 gross (UoP), depending on experience