L2 Technical Consultant

Job ID: 4404

Description

Are you excited to master new products and solve challenging customer problems? Are you a seasoned support engineer with a development background?

Our Support and Services team operates quickly with a heavy focus on coaching and personal development. The priority for us is high-quality work, and the drive for continuous improvement in our teams makes us a unique opportunity.

At IgniteTech, we are reinventing the enterprise software industry. Our “Netflix for Enterprise Software” model is changing the game for how enterprises buy software, and a key element of our growth strategy is to drive great customer experiences across our broad and growing library of solutions.

What you will be doing

  • Mapping requirements and delivering customer requests.
  • Using voice and written communications to ask insightful questions that get to the root cause of the customer’s problem.
  • Generating solutions using your deep product knowledge and our rich knowledge bases. 
  • Sharpening your technical prowess by deep diving into source code, databases, logs and traces to get to the root cause of any issue.

What you will NOT be doing

  • Stagnating on the same technology. You will be continuously expanding your knowledge and experience with new products.
  • Spending your day answering calls or providing basic/trivial troubleshooting.

Key Responsibilities

  • Take ownership of customer requests and support incidents and use all available resources and knowledge to resolve them.
  • Consistently improve the quality of your work by internalizing the feedback and coaching you receive from regular reviews of your completed tickets.
  • Learning new products quickly and effectively. When given access to user and developer documentation, knowledge base articles, source code and infrastructure, you must be able to develop a layered understanding of how the product works end-to-end.

Candidate Requirements

  • 3+ years of experience with software development. You will need to read and understand code, write scripts, query databases and scrutinize dense log files while troubleshooting.
  • 3+ years of experience within a customer-facing role. The solutions you provide are highly technical, but a customer-focused approach to ticket handling is essential to provide a great experience.
  • C1 level English proficiency and the ability to write with a professional tone.

Nice to have

  • Experience in a technical support role covering enterprise software products.
  • An education focused on Computer Science, MIS or similar technical disciplines.
  • Development experience in multiple development languages.
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