Middle Customer Support Engineer

Summary

Join ELEKS Customer Support Office as a Middle Customer Support Engineer (L2) in Lviv, Ternopil, or Ivano-Frankivsk. The Shared Support team provides high-quality support to small and midsize organizations globally. You will deal with registered and escalated tickets, investigate and resolve customer issues, and collaborate with other teams. The role requires 3+ years of relevant experience, strong AWS knowledge, and familiarity with various technologies. ELEKS offers close customer cooperation, challenging tasks, competence development, a professional team, and a dynamic environment.

Requirements

• 3+ years of relevant experience
• Strong AWS knowledge
• Familiar with Azure
• Linux and Database administration (PostgreSQL, MySQL)
• Monitoring tools (CloudWatch, Datadog)
• Web-server configurations (Nginx, Apache)
• CI/CD (AWS CodePipeline, Jenkins)
• Network troubleshooting skills
• Upper-Intermediate English (written and spoken)

Responsibilities

• Dealing with registered and escalated tickets
• Gather all required information from a customer to start an issue investigation
• Investigate and reproduce customer issues
• Work with infrastructure and development teams to diagnose/resolve platform issues and carry out maintenance
• Prepare steps/solutions on how to fix the issue
• Promptly resolve customer service issues to the satisfaction of all
• Proactively monitor various IT systems
• Document all resolutions through the support desk system, and produce and maintain the documentation on IT processes
• Provide daily maintenance: backup and restore, new version deployment and rollback, periodic system cleanup, OS and components upgrade, security patching, etc
• Take ownership to resolve customer requests in accordance with SLAs and incident management protocols

Preferred Qualifications

Terraform, CloudFormation

Benefits

• Close cooperation with a customer
• Challenging tasks
• Competence development
• Team of professionals
• Dynamic environment with low level of bureaucracy