System Support Engineer

Summary

Join Sonalake, a software partnering company, as a Support Engineer and handle customer issues, proactively identify problems using monitoring tools, and provide tailored solutions. You will collaborate with development teams, create training materials, develop tools and scripts, and contribute to process improvements. The role involves managing daily operations, liaising with development teams to resolve issues, maintaining maintenance schedules, tracking and escalating incidents, and performing root cause analysis. You will also contribute to service improvement, provide out-of-hours support, coordinate with other teams, advocate for customer needs, and create troubleshooting guides. This position requires strong troubleshooting skills, experience with various OS environments, and excellent communication abilities. Sonalake offers a remote-first approach, training budget, a flat organizational structure, and opportunities for innovation.

Requirements

• Have 2-3 years’ experience within IT field with L2/L3 support skills and supporting external customers, rather than just employees
• Have worked in a telecom (Nice to have) or an IT operations systems and cloud environment (AWS preferred, but not essential)
• Know how to work with networking technologies and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies and firewalls
• Have a proactive approach to spotting problems, areas for improvement, and performance
• Communicate well, both orally and in written form (EN)
• Can troubleshoot in a variety of OS environments including *nix, macOS and Windows
• Like to troubleshoot database connectivity issues using a variety of diagnostic tools and methods (e.g. client software, drivers/connector)
• Have a strong customer focus and ownership
• Are able to write effective handoffs from shift-to-shift for ongoing support issues
• Have a willingness to learn and adapt to the entire technology stack

Responsibilities

• Assist in monitoring and managing the day-to-day operations of our customers’ systems and services, ensuring that events are handled appropriately (working hours Mon-Fri 9-17:00 CET + 17-21:00 as an on-call support, additional on-call support on weekends and bank holidays 9-21:00 CET, extra paid)
• Liaise with our development teams to resolve reported issues tracking faults on occurrence, follow through to resolution
• Maintain and manage maintenance schedules, including running daily, weekly, monthly and annual maintenance processes
• Manage the tracking and escalation of incidents and complete root cause analysis
• Contribute to continual service improvement
• Work within our support team covering out of hours support for our cloud operations
• Coordinate with other teams to handoff build guidance to complete orders where managed service support is request
• Coordinate with other services teams where cloud and virtualisation-specific issues are escalated
• Advocate for customer needs within Sonalake
• Prepare troubleshooting guides for other team members or customers

Preferred Qualifications

Have ISTQB FL certificate or a basic experience of software testing, both functional and regression, is an asset; JSON/XML syntax understanding; experience with (REST) API testing with tools like Postman/Swagger (Nice to have)

Benefits

• Remote-first approach with many team-building activities. You can work from our offices in Dublin, Poznan or Bratislava, or work on a fully remote or hybrid basis. We believe in a healthy work-life balance
• Every Sonalaker gets a training budget and paid training days every year to upskill. This covers courses, training, books or conferences
• We’ve a flat organisational structure with an emphasis on open, honest communication. There are no siloes, no hierarchies and no barriers
• We focus on innovation: we run projects to evaluate new frameworks, create tools for internal use, contribute to the open source community and research new ways to use existing products in new problem domains
• Indefinite period employment contract