L2 Technical Consultant

Summary

The job is for a 2nd level technical support role at AppZen, a leader in autonomous spend-to-pay software. The role involves providing technical support to customers and partners, interacting with various teams, reproducing customer issues, analyzing data, authoring knowledge base articles, and working off routine hours.

Requirements

• Hands-on experience with Java or Python
• Good understanding of Relational Databases
• Hands-on experience in writing SQL queries
• Good understanding of JSON and web services-based API’s
• Hands-on experience with log analysis tools such as Kibana
• Ability to understand our business applications quickly
• 4+ years in Level 2 support in a SaaS company

Responsibilities

• Providing 2nd level technical support to customers and partners
• Interacting with Engineering, Operations, and cross-functional management regularly on high profile technical issues while providing feedback and leadership to our product support team
• Reproducing customer issues, file bug reports and coordinate the delivery of fixes
• Analyzing and collecting customer data: log files, Java stack traces, thread dumps
• Authoring knowledge base articles and driving internal knowledge sharing
• Working off routine hours on occasion