Remote Java Level 2 Support Specialist

Summary

Join our team at Bounteous x Accolite as a customer support specialist, where you'll take ownership of customer-reported issues, communicate with stakeholders, and guide Level 1 or Level 3 resources. You'll work in a collaborative environment, leveraging your problem-solving skills to drive solutions.

Responsibilities

• Take stock and ownership of customer-reported issues (typically in a case tracking system)
• Understand the issue/scenario reported in the case; seek clarification as necessary from Level 1 resource and/or case reporter
• Identify solutions for reported issues/scenarios from a knowledge base
• Communicate with the stakeholders within agreed turnaround times (TAT)
• Guide and respond to questions from Level 1 or Level 3 resources
• See logs/error messages provided in cases, relate them to code to arrive at possible solutions and suggest to case reporter, OR escalate to Level 3 support team as needed
• Reproduce reported issue/scenarios in a lab environment in an attempt to get more information and/or resolve the issue
• Create detailed bug reports in bug tracking system
• Document and prepare runbooks
• Monitor predefined jobs, processes, queues, DB procedures, log files/error messages, and alerts, as well as any other system components that are needed to monitor healthy functioning of the system
• Identify and suggest additional monitoring tools/processes that may support better upkeep of the system