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Customer Support Engineer (Level 4)

pin Tel Aviv

We are looking for a talented Tier-4 level senior customer support engineer who is looking for interaction with both customers and internal clients for technical consultancy.

Responsibilities

  • Troubleshooting and solving complex product issues in a timely manner and high quality, analyzing Application events, system logs, and AWS metrics, gain Insights by querying and analyzing data from multiple data sources and providing root cause analysis to customers.
  • This position involves close work with SundaySky Customers, Success managers, Delivery, and R&D teams.
  • Developing automatic tools to increase the Support team’s efficiency, performance, and knowledge.
  •  Members of our team are expected to work flexible hours and take part in 24/7 on-call duty.

Requirements

  • At least 5-6 years of experience as a Tier-4/Senior level Technical Support Engineer or Professional Services Engineer, supporting SaaS-based products/services.
  • Bachelor of Science or equivalent degree.
  • Proficiency in understanding programming languages such as Java, JavaScript, and Node.js.
  • Proficient in writing Complex SQL queries and fetching information from Redshift and MySQL.
  • Experience with AWS services, such as CloudWatch and S3.
  • Experience with Splunk – an advantage.
  • Excellent English: verbal and written.
  • Have the desire and ability to learn new technologies.
  • Excellent customer relationship skills and service orientation.
  • Excellent teamwork skills, ability to self-motivate and work independently, manage multiple issues simultaneously and willingness to train team members and customers.

SundaySky is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Different makes us better.

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