Technical Support Engineer | International Project

2d•Remote

About The Position

Reply is a leading Consulting, Systems Integration and Application Management company, specializing in the creation and implementation of solutions based on new communication networks and digital media. At Reply, you will be exposed to some of the latest technologies - like Blockchain, Artificial Intelligence, Machine Learning, Cyber Security, Big Data, Robotic Process Automation, or Cloud Computing. At Reply, we value inclusion and diversity in all their multiplicity. So come and be yourself!! The Support Engineer L1/L2 is responsible for first-level operational support for Data and AI Foundations for a client in the automotive sector. The role focuses on incident intake, triage, first actions, and communication, ensuring service continuity and compliance with defined SLAs.

Requirements

Experience in IT support or operational roles.
Technical understanding of applications and APIs.
Experience with incident and ticketing tools.
Ability to follow operational procedures and SLAs.
Ticketing tools (ServiceNow or equivalent)
Monitoring tools
APIs

Nice To Haves

Exposure to Data or AI platforms.
Basic scripting knowledge (Python or equivalent).
Experience in 24/7 or on-call support environments.

Responsibilities

Act as the first point of contact for incidents and service requests related to Data and AI Foundations.
Perform incident qualification, impact analysis, and prioritization.
Execute standard operational actions and known procedures.
Ensure timely communication with users and stakeholders.
Escalate incidents to L2 or L3 according to defined processes.
Maintain accurate incident tracking and reporting.
Contribute to continuous improvement of support processes.
L1 incident handling and triage.
Operational monitoring.
Execution of standard corrective actions.
User communication and coordination.