Product Support Engineer - Level 3 Support

Experteer Italy; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A fast-growing B2B software company is looking for a Product and Operations Support Lead to manage L3 incidents and improve customer satisfaction. The ideal candidate has strong troubleshooting skills and experience with Microsoft BI, Docker, and Azure DevOps. Join a dynamic team dedicated to transforming how businesses manage compensation.

Benefits

Dynamic environment fostering initiative

Opportunities for on-the-job learning

Qualifications

• 5 years of experience in Customer Support, managing L2 & L3 incidents.
• Fluent in English, strong analytical thinking.
• Experience with ITIL processes and automation tools.

Responsibilities

• Manage customers' escalations and incident resolution.
• Become a solution expert and mentor for lower Support levels.
• Organize and deliver trainings as necessary.

Skills

SSRS

SSIS

MS SQL Server

Microsoft BI

Automation

Python

PowerShell

Bash

Microservices Architecture

Git

Tools

Azure DevOps

Terraform

Docker

Kubernetes

Helm

Job description

Company Overview
Are you passionate and hardworking? Do you thrive in an entrepreneurial environment? beqom is a fast-growing B2B software company focused on managing total compensation for leading enterprises. We support some of the world's most exciting brands with mission-critical business processes, helping them attract, retain, and motivate talent through equitable and transparent pay.
Our comprehensive compensation suite integrates unified data, complete pay management solutions, and AI-enabled pay intelligence. This helps companies comply with regulations, optimize compensation decisions, and achieve better business results. By bringing clarity, equity, and motivation to the workforce, we ensure employees know their worth, excel in their roles, and receive fair rewards.
At beqom, you'll be surrounded by passionate, hardworking, and smart individuals dedicated to helping organizations unlock their talent's full potential. If this inspires you, let's get in touch.
#CompComplete
Job Purpose
In the role of a Product and Operations Support Lead, you will be part of our global organization and will be serving our customer base by managing their L3 incidents. You will be supporting beqom's solution and its underlying ecosystem. You will own customers' escalations, coordination with Engineering and Ops as well as incident resolution until the end. You will be a technical reference and mentor for L1 and L2 levels.
Duties and Responsibilities
The candidate should bring at least 5 years of experience in Customer Support, preferably in international environments, managing L2 & L3 types of incidents. The person should have a high sense of ownership of the domain he or she is responsible for. Some of the activities are (but not limited to):
* Become a solution expert
* Handle complex, escalated issues.
* Manage CritSits and organize discussion with the right stakeholders (internal and external)
* Be on top of and follow-up on communications related to a CritSits until resolution
* Own the creation of tickets in JIRA for Engineering and Product and follow-up on them until resolution
* Be a reference in your field of expertise for Support members and other people in the company
* Identify, absorb and manage simple to medium tasks that can be onboarded into Support from elsewhere (Engineering, Ops, Architects, etc.)
* Help onboard, train and mentor engineers from lower Support levels
* Organize and deliver trainings when necessary
* Be able to provide remote on-call shifts to make sure our customers are happy!
Must Have
* Extensive experience in troubleshooting and working with SSRS, SSIS, MS SQL Server and Microsoft BI;
* A self-starter and proactive mindset.
* Automation, quality and security are three faces of the same coin for you
* Experience in the IaaS, PaaS (e.g., Terraform) as well as in the CI/CD stack (e.g., Azure DevOps,…) and especially on the Azure stack
* Experience working with ADF/ADO
* Good experience of Python and/or PowerShell/Bash for everything that is related to scripting automation
* Good experience in microservices architecture, management and orchestration (e.g., Docker, Kubernetes, Helm, …)
* Good experience of the gitops and secops paradigms
* Good experience of source control (e.g., Git and TFVC)
* Analytical thinking and the ability to understand complex problems quickly;
* Structured and solution-oriented way of working, even under pressure;
* Experience with Support & ITIL processes;
* Self-confident to drive conversations with customers;
* Fluent in English;
Why join us?
* Dynamic environment favoring initiative and autonomy
* Great opportunity to learn on the job and expand horizons!
* You will have the opportunity to work with a talented team of global professionals, collaborate with leading organizations worldwide, and drive meaningful change in the way businesses manage compensation!