Simulmedia is hiring a
Technical Support Engineer

Summary

Simulmedia is seeking an experienced Technical Support Engineer with a minimum of 2+ years in L2/L3 technical support to join their team in Lviv, Ukraine. The role involves providing advanced technical support, collaborating with cross-functional teams, and optimizing processes. The position offers remote work with occasional team meetings.

Requirements

• A minimum of 2+ years of experience in L2/L3 technical/platform support (technical, not customer support, please pay attention to this requirement before applying)
• Experience with scripting languages (e.g., Python, Ruby) and SQL for data analysis
• Hands-on experience troubleshooting RESTful APIs and proficiency with tools like Postman
• Experience working with monitoring tools such as Datadog, Git for version control
• Excellent communication skills to effectively interact with clients and internal teams
• Upper-intermediate or higher level of English proficiency

Responsibilities

• Provide advanced technical support at L2/L3 levels for our platforms, including troubleshooting complex issues, investigating root causes, and implementing solutions to ensure minimal downtime and maximum performance
• Serve as a subject matter expert for platform-related inquiries, providing guidance and assistance to internal teams and clients as needed
• Collaborate closely with Engineering, Product Development, and other cross-functional teams to proactively identify and address technical challenges, prioritize bug fixes and feature enhancements, and ensure timely resolution of issues
• Document support processes, best practices, and troubleshooting guides for internal and external use, ensuring knowledge sharing and continuous improvement
• Participate in on-call rotation and provide after-hours support as needed to address critical issues and ensure uninterrupted service for our clients
• Develop efficient tools for internal use to streamline processes and enhance productivity
• Optimize and automate recurring tasks to improve efficiency and reduce manual efforts

Preferred Qualifications

• Intermediate Knowledge of Python/Ruby, RESTful APIs and SQL, enabling you to troubleshoot complex issues and handle scripting tasks
• Experience with AWS, including its services and infrastructure

Benefits

More benefits will be discussed during the interview phase!