Security Engineer L2 Pune @ Gfl Recruitment

Job Description

Customer Support is an integral part of our core services - those who occupy this role are embedded within the Engineering department and truly operate in an environment where Support and Engineering meet.

Key Responsibilities

• Interaction with customers daily as they encounter the difficult edge cases of using the Internal SaaS platform.
• Interaction with the Product team to ensure steps in a bug report is reproducible or interacting with the Engineering team itself by diving deep into our codebase and putting together a merge request to actually fix the issue.
• Provide feedback to improve our documentation, help build out more efficient support processes in our issue tracker, and dive into the cutting edge technologies that will define how we will do work tomorrow.
• We want to live in a world where everyone can contribute, and as a member of the support team, there are no barriers to using your skills to improve the experience of our users and customers.

Requirements

• Natural communicator and delight in using those skills to help others.
• Exploring new technologies and figuring things out the hard way.
• 2+ years of experience in application support or other service-oriented customer-facing roles.
• Within the last 5 years, at least 2 years of experience with one company
• Experience in writing support content.
• Experience in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for handoff to the development team, and case resolution.
• Experience in being on-call and the ability to handle complex situations, analyse and communicate clearly to stakeholders.
• Comfortable in using support platforms such as Zendesk and Intercom.
• Able to communicate complex technical topics to customers and coworkers of varying technical skill levels.
• Experience with some of the following: NodeJS, Postgres, Git, CI/CD, AWS, Uptime monitoring.

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Keyskills:   l2 node.js aws