Technical Support Engineer

PROJECT DETAILS:

• Language: English

• Contract: B2B

• Long-term cooperation, up to 12 months + possible extensions

• Working model: onsite, Buzin, Croatia

• Working hours: 08:00 – 16.30

Summary: The Technical Support Engineer role primarily focuses on providing in-depth support and troubleshooting for complex technical issues, ensuring seamless software deployment, maintaining documentation, and collaborating with both L1 and L3 support teams.

Responsibilities:

• Support L3 teams for complex troubleshooting.

• Analyze, troubleshoot, and resolve tickets escalated by Support L1 teams.

• Test and deploy software releases/patches.

• Perform validation tests including load, performance, high availability, accuracy, and security tests.

• Investigate issues by analyzing logs during test execution and report incidents through a configuration management tool.

• Produce and update documents for proper installation, testing, operations, and administration.

• Maintain documentation, troubleshooting guides, and knowledge base articles.

• Support the Service Delivery team on specific technical requests.

• Ensure SLA compliance and timely issue resolution.

Key Requirements:

• Strong knowledge in Linux (Red Hat, CentOS, Debian) and Windows or Server (2016, 2019, 2022).

• Good relational database knowledge (MSSQL, PostgreSQL, Oracle, MongoDB).

• Good scripting knowledge (Python, PowerShell, Bash).

• Good understanding of network protocols (TCP/IP, HTTP) and security (TLS).

• Knowledge of virtualization technologies (OpenStack, VMware, Kubernetes).

• Knowledge of testing and monitoring tools (SOAPUI, Postman, Zabbix, Grafana, Prometheus).

• Familiarity with ticketing and collaboration tools (Salesforce, Jira, Confluence).

• Knowledge of DevSecOps tools and CI/CD (Jira, Testlink, Jenkins, Ansible, Terraform).

Nice to Have:

• Ability to read the code in Java and/or JavaScript.

• Advanced knowledge of automation in testing and deployment processes.

• Experience in a customer-focused environment.

• Prior experience in DevOps roles.

• Certifications in relevant technologies (e.g., AWS, Azure, etc.).

Other Details:

• Team Structure: Support and Service Delivery teams.

• Operational Context: Fast-paced technical support environment.

• Tools/Methodologies: Configuration management, documentation tools, troubleshooting guides.