L3 Support Engineer

Jitterbit

3d•Remote

About The Position

Jitterbit is seeking a Senior Support Engineer to join our L3 team. Jitterbit is an iPaaS (Integration as a Service) and API Management platform that has been recognized in the leader quadrant of Gartner for five straight years. Our customers use our iPaaS and APIM platform to solve mission critical business problems. The challenge is to make it easy to integrate our customers’ systems by building and creating a SaaS offering that is reliable, stable, and scalable. The L3 team at Jitterbit believes that unblocking our customer is our utmost priority and should think out of the box to figure out solutions for customer issues. As a key L3 engineer on our team, you will collaborate with other L3 Engineers, L1 Support, Engineers, QA, Operations and Customers. Our culture is fun, fast-paced, performance-oriented, open, and collegial. We are constantly pushing the technology envelope to the edge! We are very distributed and our culture is set up to make all of us very effective working remotely. We believe in hiring talent where it exists. You will be working with Angular, Java, C++, Tomcat, Apache HTTP server, Postgres, Linux, Jenkins, Docker, and Kubernetes; to name a few of the technologies we use on the platform. You will have support responsibilities on robust, scalable, and distributed systems that operate flawlessly 24x7x365. This is an exciting opportunity to work in a highly innovative environment with new technologies as we continue to extend our market leading position.

Requirements

Advanced/fluent English
Experience in either software development or L3 support roles.
Strong problem-solving, debugging, and analytical skills with great attention to detail
Able to understand the code and fix issues if necessary.
Demonstrates a good level of written and verbal communication skills; adapting approach/style to different situations/audiences.
Uses logical reasoning to break down and work through a situation/problem to arrive at an outcome, solving complex problems with minimal guidance.
Experience troubleshooting UI Technologies, Java; C++ etc.
Experience troubleshooting top tier RDBMS such as SQL Server and Postgres
Experience troubleshooting web server technologies such as Apache HTTP Server, Apache Tomcat, and Nginx
Experience with Docker and Kubernetes
BS/MS degree in Computer Science or a related field, or equivalent experience or other evidence of exceptional ability.

Nice To Haves

Excellent written and verbal communication skills
Are capable of working in a distributed team and able to excel in a remote culture
Are self-driven and able to work on key initiatives
Take pleasure in making things happen and listen to the input from peers
Are able to make data driven decisions
Are a believer in a best idea strategy regardless of where or who ideas come from
Excellent planning, organizing, and project management skills
Excellent verbal, written and presentation skills
Strong customer, quality and results orientation
Ability to interact effectively at all levels and across diverse cultures
Ability to be an effective team member and manage various projects

Responsibilities

Recreates field problems for verification and analysis enabling quick resolution for customers or for further escalation as needed.
Create excellent technical documentation of issues and processes
Provide coaching to Level 1 and Level 2 Technical Support Representatives
Ability to take ownership of escalated customer issues