Support Engineer
Support Engineer
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1 Vacancy
Job Description
Were Hiring a Support Engineer (L2)
Location: Remote(EURomania/Hungary)
Salary: DOE
At Alliants were on a mission to transform every customer engagement into something exceptional. We believe in working smart together to push the boundaries of company culture and create futureproof customer experiences.
Are you passionate about creating meaningful customer experiences and helping organisations deliver on their brand promises
Join us as a Support Engineer (L2) in our growing Customer Support team!
The role:
As a key member of the Services team and reporting to the Manager of Customer Support this role provides advanced L2 technical support for customers utilizing the Alliants Experience Platform (AXP) product suite. Responsibilities include diagnosing and resolving complex issues through detailed code review and system diagnostics as well as owning and managing tickets escalated from the L1 team to ensure timely and effective resolution. The role serves as a vital liaison between Support Product and Engineering teams fostering collaboration to drive seamless solutions. Additionally you will contribute to the continuous improvement of the platform by identifying opportunities for enhancement and implementing changes that meet evolving customer needs and ensure consistent performance while striving for excellence.
Technical Support and Troubleshooting
Develop a comprehensive understanding of the AXP platforms architecture APIs integrations and deployment environments.
Conduct indepth troubleshooting of complex technical issues including log analysis code review and performance diagnostics.
Debug and resolve product issues at both the application and infrastructure levels using appropriate tools and techniques.
Perform root cause analyses identify underlying problems and recommend effective solutions or code fixes.
Demonstrating a clear understanding of priority levels (P1 P2 P3 etc.) to effectively manage and resolve issues based on urgency and impact.
Collaborate with product and engineering teams to drive longterm resolutions for highimpact or recurring issues.
System Analysis and Optimization
Monitor system performance to detect trends or anomalies that may affect stability scalability or functionality for proactive customer support.
Investigate and resolve integration issues with thirdparty systems and APIs.
Propose workflow improvements based on recurring issues and feedback from customers or partners.
Information Gathering and Communication
Collect and analyze detailed technical data to diagnose and address issues effectively.
Communicate findings and solutions clearly to both technical and nontechnical stakeholders.
Document root cause analyses and actionable recommendations in comprehensive reports.
Knowledge Management
Build and maintain an internal knowledge base of troubleshooting guides diagnostic tools and best practices.
Share expertise with team members to foster continuous learning and collaboration.
Stay updated on product developments feature updates and emerging technologies relevant to the platform.
Process and Incident Management
Own and resolve escalated issues from the L1 team ensuring adherence to SLA commitments.
Identify patterns in support requests to proactively address recurring issues and enhance reliability.
Create and maintain detailed Jira tickets for development intervention including clear reproduction steps logs and proposed fixes.
Develop and update messaging templates for new customer setups including WhatsApp and SendGrid email templates.
Collaboration and Technical Advocacy
Act as a technical advocate in discussions with engineering teams to resolve issues and drive product improvements.
Participate in technical review sessions to refine troubleshooting methodologies and practices.
Lead training sessions for L2 team members to enhance skills and promote best practices.
Support the L1 team by addressing knowledge gaps to ensure accurate and effective escalations.
Join ad hoc customer or partner calls as needed providing expert technical support for swift issue resolution.
Important to have:
Demonstrated experience troubleshooting SaaS applications including integrations and configuration issues.
Strong knowledge of APIs (REST/SOAP) and tools for testing API calls (e.g. Postman).
Understanding of Webhooks and their integration into applications.
Advanced system diagnostics in Linux environments (commandline proficiency).
Proficiency in database management and query writing (PostgreSQL MySQL SQL Server).
Proven ability to review and debug application code in addition to writing scripts (e.g. Python JavaScript).
Understanding of web technologies (e.g. HTML CSS JavaScript) for debugging frontend issues.
Proficiency in cloudbased technologies (e.g. AWS Azure or Google Cloud).
Proficiency in monitoring and logging tools (e.g. Splunk Datadog Cloudwatch).
Familiarity with debugging tools (e.g. Rollbar)
Experience with Git version control systems and CI/CD pipelines for debugging and troubleshooting in collaborative development environments.
Nice to have:
Experience in the hospitality industry with knowledge of Property Management Systems (e.g. Oracle Shiji).
Proficiency with mobilespecific integrations (e.g. Twilio) and messaging platforms (e.g. Smooch) for seamless customer communication.
Understanding of Agile methodologies including principles and frameworks like Scrum and Kanban.
Whats in it for you
We know we all work better in an autonomous collaborative diverse and equitable space. To support you in becoming the best version of yourself we offer you:
A competitive salary
Up to 10% annual bonus
Remote & flexible working
25 days holiday public holidays
Digital Nomad: travel abroad while working for 30 days a year
Monthly takeaway allowance
Customised onboarding kit
1500 training and development budget each year
To celebrate you joining the team we will plant a Great Oak tree
Alliants celebrate diversity and are committed to creating an inclusive environment for all employees.
Employment Type
Full Time
