Level 2 Support Engineer

About Us:

Ideagen's Tritan product is the maritime industrys #1 provider of health and safety management software platforms. Our extensive experience and specialized product suites specifically address the unique needs of the maritime industry while achieving the highest value for our clients and a proven return-on-investment. We are looking for exciting and motivated individuals with a passion for tech support and problem solving.

Our Tier II Support Specialists are responsible for providing a service to our clients to ensure that our software remains operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution.

• Provide world-class support to our customers via various mediums including monitoring tickets and email correspondence
• Provide in-depth tier 2 technical support for technologies related to our products
• Read through codebase to identify and find root cause of issues
• Run intermediate SQl queries as a part of support processes
• Debug API issues
• Interpret Linux system logs and application logs to identify errors

• 2+ years prior experience providing technical troubleshooting assistance to business end-users
• Intermediate knowledge of relational database concepts (foreign keys, join types, etc.) and SQL syntax (preferably MySQL)
• Ability to read, parse, and interpret Linux system logs and application logs to identify errors desired
• Experience debugging UI & API issues
• Excellent written & verbal communication skills in English
• Excellent organizational skills and attention to detail, especially in the context of prioritizing issues and ensuring proper categorization of helpdesk tickets
• Prior experience providing escalated technical support in a SaaS environment desired
• Experience working with Zendesk and/or Jira desired
• Experience with Linux desired

Behaviors

• Ambitious - Drive, Planning & Execution
• Adventurous - Flexibility, Resilience & Savvy thinking
• Community - Collaboration & Communication