PROJECT DETAILS:
- Language: English
- Contract: B2B
- Long-term cooperation, up to 12 months + possible extensions
- Working model: onsite, Buzin, Croatia
- Working hours: 08:00 – 16.30
Summary: The Technical Support Engineer role primarily focuses on providing in-depth support and troubleshooting for complex technical issues, ensuring seamless software deployment, maintaining documentation, and collaborating with both L1 and L3 support teams.
Responsibilities:
- Support L3 teams for complex troubleshooting.
- Analyze, troubleshoot, and resolve tickets escalated by Support L1 teams.
- Test and deploy software releases/patches.
- Perform validation tests including load, performance, high availability, accuracy, and security tests.
- Investigate issues by analyzing logs during test execution and report incidents through a configuration management tool.
- Produce and update documents for proper installation, testing, operations, and administration.
- Maintain documentation, troubleshooting guides, and knowledge base articles.
- Support the Service Delivery team on specific technical requests.
- Ensure SLA compliance and timely issue resolution.
Key Requirements:
- Strong knowledge in Linux (Red Hat, CentOS, Debian) and Windows or Server (2016, 2019, 2022).
- Good relational database knowledge (MSSQL, PostgreSQL, Oracle, MongoDB).
- Good scripting knowledge (Python, PowerShell, Bash).
- Good understanding of network protocols (TCP/IP, HTTP) and security (TLS).
- Knowledge of virtualization technologies (OpenStack, VMware, Kubernetes).
- Knowledge of testing and monitoring tools (SOAPUI, Postman, Zabbix, Grafana, Prometheus).
- Familiarity with ticketing and collaboration tools (Salesforce, Jira, Confluence).
- Knowledge of DevSecOps tools and CI/CD (Jira, Testlink, Jenkins, Ansible, Terraform).
Nice to Have:
- Ability to read the code in Java and/or JavaScript.
- Advanced knowledge of automation in testing and deployment processes.
- Experience in a customer-focused environment.
- Prior experience in DevOps roles.
- Certifications in relevant technologies (e.g., AWS, Azure, etc.).
Other Details:
- Team Structure: Support and Service Delivery teams.
- Operational Context: Fast-paced technical support environment.
- Tools/Methodologies: Configuration management, documentation tools, troubleshooting guides.
