Technical Support Representative III (SQL)

Work Setup: Remote - Romania

Equipment: BYOD (Bring-Your-Own-Device)

Salary: RON 9,790 Gross

Target Start: TBD

Schedule: Months 1-3: 8 AM - 5 PM EST, Monday-Friday | After 90 days: 12 PM (noon) - 12 AM EST, Monday-Friday

As Technical Support Representative, you will be part of a dynamic team who supports our Infrastructure and Applications. The team works closely with other product teams and business members to triage reported bugs, monitor application stability, ensure data quality, and resolve software issues. This team is central to our plan to scale and enable a better member experience for all our products.

We believe technology enables us to achieve our business objectives and are looking for a technically oriented person to handle incoming tickets and data fixes. You will be working with ServiceNow, SQL, and Salesforce to support our members. As well as helping us to build out and create standards for our Observability tooling in AppDynamics, SumoLogic and PagerDuty

What does a day in the life as a Technical Support Representative III look like?

• Monitor the organization’s physical & virtual infrastructure to ensure optimal performance, availability, and reliability.
• Proactively identify and resolve or escalate infrastructure and application related issues, minimizing downtime and impact on business operations
• Collaborate with development teams to identify and address application performance bottlenecks or defects.
• Provide initial support and troubleshooting for infrastructure and application related incidents reported by end-users.
• Serve as the first point of contact for incident resolution and escalation, ensuring timely and effective communication with stakeholders.
• Validate and document the steps required to reproduce reported defects or issues encountered in member-facing applications.
• Collaborate with development and testing teams to ensure accurate reproduction of reported problems.
• Provide necessary information to expedite defect resolution and minimize the time required for investigation and troubleshooting.
• Field incoming tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
• Collaborate with Engineering to identify processes for bug fixes and continual KT.
• Identify trends in user issues/requests and escalate as needed.
• Seek out and identify opportunities for additional user training, automation, or other enhancements with the goal of reducing the number of incidents reported.
• Become proficient in client’s Observability tools, currently AppDynamics, Sumo Logic and PagerDuty.
• Build and maintain best practice standards around tooling.
• Document procedures and build our knowledge base to ensure a consistent and scalable customer experience.
• Conduct thorough User Acceptance Testing (UAT) of defect resolutions provided by development teams.
• Collaborate with relevant stakeholders to define UAT test cases, scenarios, and success criteria.
• Ensure that defect resolutions meet the required quality standards and adhere to business and user requirements before deployment to production.

What are the required qualifications of a Technical Support Representative III?

• Approximately five years of experience working in Information Technology (IT)
• Strong MS SQL query experience
• Exposure to Observability and IT Monitoring (e.g. SolarWinds, AppDynamics, SumoLogic)
• Must be able to follow documented procedures and query databases
• Excellent organizational and communication skills
• Strong customer focus, excellent problem solving and analytical skills
• Outstanding verbal and written communication skills
• Willingness and ability to learn new technologies and tools
• You work well independently, but you also enjoy supporting and mentoring others to build a strong team culture
• You take pride in your work and actively seek out ways to improve the customer experience

Preferred qualifications:

• Monitoring and logging tool experience
• Insurance knowledge
• Salesforce experience
• Experience in supporting Customer facing production platforms
• Understanding of development lifecycles

Ninja Perks and Benefits

• Performance Bonus
• Medical insurance
• 21 Days Annual Leaves + 1 Birthday Leave
• Remote work allowance (400 lei/month)
• Meal tickets (40 lei/working day)
• Opportunities for skills training and personal and professional development

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/8V5QRGVvyHAB4aVH7iUopDisclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.