Tier 4 Support Engineer

hace 4 días

Guate, Guatemala IDT Corporation A tiempo completo $60,000 - $90,000 al año

Our company, National Retail Solutions (NRS), currently a wholly owned subsidiary of IDT Corporation, is revolutionizing the independent retail industry by providing them with cost-effective, state of the art point of sale systems and complementary services such as apps for store management and consumer ordering, web store front for the store, and loyalty programs allowing small retailers to more effectively compete with the larger store chains and online merchants. We are deployed in well over 20 thousand stores across the US at this time.

We are in search of a candidate who can understand the workings of our systems, and be the gatekeeper for issues escalated to the Engineering team. The candidate will investigate escalated issues from lower tiers of customer service and is expected to respond and resolve issues, or assign them to appropriate engineering resources. 

Required Skills & Experience

  • Professional experience as a support engineer
  • Experience with Linux systems and basic toolset
  • Experience with supporting web-based applications, and use of developer tools in Chrome
  • Experience with reviewing log files for indicators of failure modes
  • Experience with SQL databases (preference PostgreSQL)
  • Experience with creating test cases to help identify or narrow down reported problems
  • Ability to work effectively both individually and in a team environment
  • Excellent verbal and written communication skills
  • Ability to interact professionally with a diverse group: clients, managers, and coworkers

Desired Skills & Experience

  • Experience with Jira, Lubuntu
  • Experience with PHP and javascript
  • Bachelor's degree in Computer Science or related field

What You Will Be Doing

  • Reviewing escalated tickets from our customer service group, understanding and narrowing down the problem cases to pinpoint the failure mode conditions and possibly the root cause
  • Reviewing logs from various systems, including our point of sale systems located on customer sites, and web portals that provide insight into the situation
  • Documenting findings in Jira, explaining the reason for the correct behavior to customer service, or turning over to developers for fixing a bug

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