2nd Line Senior Support Engineer

R Systems is searching for an experienced 2nd Line Senior Support Engineer to join our team of innovators!

As a Senior Support Engineer, you will be an integral part of the Managed Service and Support team within the broader Chief Operating Officer (COO) organization. Your role involves collaborating with various business stakeholders to ensure exceptional service for our esteemed clients.

Your contribution:

Advanced Technical Support: Provide expert-level assistance to all partners, addressing escalated issues and serving as the subject matter expert for specific partners within a dedicated customer-focused team.
Mentorship: Guide and support the First Line team by offering constructive feedback on ticket updates and assisting in resolving similar issues in the future.
Knowledge Sharing: Develop and deliver documentation, guides, and technical workshops to peers, fostering effective knowledge transfer.
Incident Management: Play a pivotal role during incidents by diagnosing, troubleshooting, identifying root causes, restoring services, conducting clean-up activities, implementing preventive measures, and managing both internal and external communications.
Root Cause Analysis: Ensure that every disruptive incident is accompanied by a comprehensive root cause analysis report for our partners.
Proactive Improvement: Take a proactive approach in developing and implementing tools, processes, and automation to enhance the management of the environment, focusing on innovation and improvement of existing systems and processes.
Cross-Functional Collaboration: Work closely with various functions, including Engineering, Delivery, Finance, and other teams, to seek support when needed, ensuring alignment of priorities and adherence to Service Level Agreements (SLAs).
Change Management: Document and implement internal change requests within the operations team, including comprehensive test plans (e.g., certificate rotations).
Stakeholder Communication: Keep stakeholders informed about complex ongoing changes, activities, or incidents affecting the service, in line with contracted SLAs.
Partner Onboarding: Handle configuration tasks for both existing and new customers during the onboarding process.
Monitoring Optimization: Set up and configure monitoring systems, regularly reviewing thresholds with the First Line team to minimize false alarms and ensure effective platform monitoring.
Customer Engagement: Participate in scheduled customer meetings to assist with troubleshooting live issues when necessary, including end-to-end testing.
Reporting and Reconciliation: Conduct reporting and reconciliation activities to diagnose potential operational issues causing record misalignment.

Bring along:

Extensive experience in technical support or Network Operations Center (NOC) environments.
Working knowledge of Service Level Agreements (SLAs).
Experience with cloud technologies and platforms.
Familiarity with database technologies.
Proficiency in SQL and experience analyzing data within SQL databases.
Proven track record in troubleshooting technical issues, complex problem-solving, monitoring, and alerting.
Experience in formal report writing and confident communication skills.
Ability to thrive in a fast-paced, high-tech environment.
Composed, clear-thinking, open-minded, and flexible, with the capacity to handle ambiguity.

Desirable Qualifications:

Experience as a Second Line Support Analyst or Application Support Analyst.
Support experience for web-based internet services operating in real-time, mission-critical environments.
Knowledge of scripting languages such as PowerShell or Python.
Experience with Windows and Linux servers, web servers, containers, and APIs.
Solid understanding of data security and protection.

What's in it for you:

Hybrid work policy

A hybrid work policy, to promote and improve work-life balance! We’ll also provide the proper work equipment to ensure there is no digital barrier you can’t break.

Health coverage

Stay healthy and feel always in safe hands with full access to private medical subscription.

Professional development

Keep your knowledge fresh and achieve your professional goals, with free and unlimited access to Udemy online learning platform. We also provide 5 days off yearly to enjoy these courses plus, paid study holiday for bachelor students.

Building a community

If you know some awesome & talented innovators, recommend them to us and you’re in for a neat referral bonus. We also hope you’ll genuinely like us enough to stick around and enjoy our long-term contribution rewards.

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People-centered offices

Our offices are not only hip and cool, with private and co-working spaces, but also situated in central city locations, so that you can get there easily. Coming to the office is also a great opportunity to enjoy some fun activities in the company of your colleagues.

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Food for thought

To feed both your body and brain, we like to organize occasional Lunch & Learn sessions. If these leave you hungry for more, you can always enroll in our mentoring & coaching sessions.

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Healthy rivalry

Running shoes are not included in your welcome kit, but you may need to get a pair ASAP because we take our (inter)company sports competitions very seriously. And if you're competitive but sports are not your forte, you can always join our hackathons or reading marathons.

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A chance to give back

If you’re a charitable soul like us you’ll enjoy planting trees, baking cakes, playing chess, crafting, or donating to a cause in our social community events.

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Lots of fun

Our awesome people may be spread across many countries & cities, but we like to team up for some fun as often as we can. Be it team buildings, parties, or other team events, we take on every opportunity to meet and strengthen our sense of community.

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Who we are as a company:

R Systems is a global technology and analytics services company. We help our clients achieve speed-to-market, overcome digital barriers, and create business value with our specialized service offerings and consultative business approach.

We speak the language of business as fluently as we do the language of technology. In other words: We speak Digital. Our goal: accelerate our clients’ digital leadership.