Platform Support Engineer

Madfish; Remote; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

A technology company is seeking a Platform Support Engineer to ensure the stability and reliability of its platform, manage customer-reported issues, and troubleshoot technical problems. Candidates should possess experience in technical support with a solid understanding of SQL, XML data analysis, and system monitoring tools. The position requires excellent problem-solving skills and the ability to communicate effectively with various stakeholders. This role is primarily remote, with core hours from 3 pm to 12 am Kyiv time.

Qualifikationen

• Experience in technical support or IT operations.
• Ability to troubleshoot data issues using SQL.
• Familiarity with XML structures and data formats.

Aufgaben

• Monitor and triage incoming support tickets.
• Diagnose issues using SQL queries and data analysis.
• Provide professional updates to clients regarding their issues.

Kenntnisse

SQL skills

Technical support experience

XML data analysis

System monitoring tools

Effective communication

Tools

Jira

Azure Application Insights

Jobbeschreibung

Job Summary

We are seeking skilled Platform Support Engineers to join our team at PAR Retail. This role is critical in ensuring the stability and reliability of our platform by managing customer-reported issues, troubleshooting technical problems, and maintaining accurate system documentation.

The ideal candidate should have experience working in a technical support environment, with basic skills in SQL, XML data analysis, and system monitoring tools. This role requires excellent problem-solving abilities, attention to detail, and the ability to communicate effectively with both internal teams and customers.

Key Responsibilities

Issue Intake & Initial Investigation

• Monitor and triage incoming support tickets submitted by clients in Jira.
• Validate and investigate issues by reviewing database records, XML structures, and system logs.
• Identify common data discrepancies and validate reports against POS transaction data.
• Provide customers with guidance on common report errors and necessary corrections.

Troubleshooting & Resolution

• Utilize SQL queries and data analysis techniques to diagnose issues.
• Identify whether an issue can be resolved at the support level or requires escalation.
• Work with internal tools like Azure Application Insights to monitor system behavior and detect anomalies.
• Document troubleshooting steps and resolutions for internal reference.

Escalation to Engineering

• Escalate unresolved issues to the various Engineering teams if deeper system investigation is required.
• Create Jira engineering tickets with detailed findings, logs, and error reports.
• Collaborate with engineering teams to ensure timely fixes and follow-ups.

Communication & Maintenance Updates

• Provide clear, professional updates to clients on the status of their issues.
• Notify customers and internal teams of system maintenance, updates, and resolutions.
• Maintain Statuspage/Email updates for scheduled releases and incident communications.

Continuous Improvement & Documentation

• Contribute to the knowledge base (KB) and internal documentation by writing and updating articles.
• Participate in team meetings, sharing learnings from resolved cases to improve processes.
• Identify recurring issues and propose long-term solutions to enhance system reliability.

Requirements & Skills

• Experience in technical support, IT operations, or a similar role.
• SQL skills for querying and troubleshooting data issues would be a great addition.
• Familiarity with XML structures and data formatting.
• Experience using monitoring tools like Azure Application Insights or similar.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Experience with Jira Service Desk managing support tickets.

Work Schedule & Availability

• Core working hours: 3pm – 12am Kyiv time, Mon-Fri (Remote).
• Participation in daily standups and customer support meetings.
• On-call responsibilities may be required for urgent support issues outside of core hours.