This is your role

Are you a problem-solver with a passion for delivering exceptional customer service? Do you thrive in a dynamic environment where your technical expertise directly impacts partner success? We're looking for a skilled and proactive engineer for our Support Team to be a critical link between our cutting-edge technology and our valued partners and customers. This is not a classic tech support position but one that requires your engineering mind-set and full understanding of our our very own product in the Identity and Access Management arena. You will receive the necessary product-related trainings of course.

In this pivotal role, you'll be the go-to expert for complex technical issues, ensuring seamless operations and exceeding service level expectations. Your ability to diagnose, troubleshoot, and resolve critical incidents with clarity and composure will be key. Join our collaborative team and play a vital role in keeping our systems running smoothly and our partners delighted.

What you'll do :

• Own the support lifecycle: Manage and resolve technical tickets / incidents across L2, L3, and Consulting, ensuring timely resolution within defined SLAs.
• Be a technical detective: Conduct in-depth analysis of integration logic and system processes to provide comprehensive solutions. This includes collecting necessary logs, config files, and reproduction steps.
• Resolve critical incidents: Diagnose, troubleshoot, and resolve complex technical issues, escalating to Product, Engineering (L3), or Consulting teams when necessary.
• Empower our users: Assist partners and customers in effectively utilizing our documentation and the Nevis Academy learning platform, addressing their queries and guiding them to self-sufficiency.
• Maintain our knowledge base: Document solutions, workarounds, and investigative steps to enrich our internal knowledge base for common issues.
• Streamline communication: Ensure seamless and timely updates between Zendesk and Jira, and provide clear, proactive communication to users and higher-level management regarding ticket status.
• Monitor and maintain: Actively monitor and respond to system alerts within our Azure cloud environment. Perform routine maintenance, including software updates and backups, on our test environments (Cloud and Suite, including new versions).
• Participate in a 24/7 standby rotation to provide critical support coverage outside of regular business hours.
• Coordinate effectively: Manage incoming feature/change requests and coordinate with product management. Process and coordinate meetings with various stakeholders.

This is you

Education:

A Bachelor's or Master's degree in Information Technology, Computer Science, or equivalent practical work experience.

Experience:

• 2-4 years of hands-on engineering experience mixed with direct client support
• Practical work experience with Docker, Kubernetes, OpenShift, and cloud platforms like Microsoft Azure or Amazon Web Services.

Technical Acumen:

• Strong understanding of computer networks, including load balancers, web application firewalls, DNS, HTTPS, and SSL/TLS.
• Practical work experience with Docker, Kubernetes, OpenShift, and cloud platforms like Microsoft Azure or Amazon Web Services.
• Basic understanding of SQL and relational databases (e.g., MariaDB, Oracle, PostgreSQL) and Github Actions.

Soft Skills:

• Exceptional verbal and written communication skills in English.
• A highly proactive, service-centric, and solution-oriented mindset.
• Ability to remain composed and effective under pressure.