L2 Support Engineer - HCL Software | New Day Jobs (Yangon, Myanmar)

Easy Apply (HCL Software) L2 Support Engineer job. View job description, responsibilities and qualifications. See if you qualify!

HCL Software
Remote (Asia Time Zone Permitted)

L2 Support Engineer

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L2 Support Engineer

HCL Software
Salary : Login to view salary Apply from Source
Job Type : Full-Time
Education Requirement : Bachelor Degree
Skills :
Experience : 3 to 5 years
Work Days : Monday To Friday
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Job Detail

HCL Software is growing in Manila! Apply now and be part of our team!

**We offer HMO on Day 1 for Employee and up to 3 free Dependents!

Qualifications:

  • Bachelors degree in a technical field such as Computer Science, Computer Engineering or Electrical Engineering
  • Ability to effectively manage customer communication in a challenging environment under pressure
  • Experience demonstrating strong technical troubleshooting skills on complex problems to support internal or external customers
  • Motivation to continually learn, improve, and share knowledge with others
  • Working knowledge of Databases (IBM DB2, Oracle, MS SQL), Application Servers (WebSphere), LDAP (IBM Security Directory Server, Active Directory), Web Servers (IBM HTTP Server), Networking
  • Proficiency in Java
  • Experience working on multiple operating systems including Windows and Linux
  • Participate as part of an on-call rotation during the weekend to cover any 24x7 activity for critical customer situations
  • Work Hours: Night Shift (North America timezone)
  • Work location: Estancia Mall, Pasig City (WFH for now due to pandemic)

Preferred Skills:

  • Basic knowledge of XML, JSON, and REST APIs
  • Basic knowledge of HTML, CSS, and 1 or more JavaScript frameworks
  • Basic knowledge of scripting languages
  • Experience working with Docker, Kubernetes, and ElasticSearch

Responsibilities:

  • Communicate with customers via a variety of channels including our HCL Software Customer Support portal, telephone, and community forum
  • Provide remote technical support assistance to our customers using problem determination and problem source identification (PD/PSI) skills
  • Establish clear problem descriptions and business impact details for customers reporting issues via support cases
  • Research reported customer problems by reviewing historical case archives, available product documentation, and internal defect or code repositories
  • Communicate with customers via a variety of channels including our HCL Software Customer Support portal, telephone, and community forum
  • Provide remote technical support assistance to our customers using problem determination and problem source identification (PD/PSI) skills
  • Establish clear problem descriptions and business impact details for customers reporting issues via support cases
  • Research reported customer problems by reviewing historical case archives, available product documentation, and internal defect or code repositories
  • Provide specific action plans and follow up expectations for customers during the lifetime of a support case while pursuing problem resolution
  • Work on a worldwide team of engineers to encourage growth in overall technical and customer support skills
  • Collaborate with other HCL product teams or 3rd party providers to diagnose root cause of problems
  • Troubleshoot integration issues with HCL Connections and its supported software
  • Troubleshoot Component Pack features that rely on technologies including Kubernetes and Elasticsearch
  • Analyze diagnostic data including both server and client logs
  • Recreate customer-reported problems, investigate workarounds, and test fixes for defects in a lab environment when appropriate
  • Serve as the focal for customers who prefer Portuguese or Spanish language interaction during support case communications
  • Work with other HCL teams including Development, Technical Advisors, Lab Services, and Account Managers as needed to help our customers achieve their goals with our software
  • Author, update, review, and publish technical documentation and videos for internal and external consumption to improve overall product documentation and self-help experiences
  • Achieve support goals for customer satisfaction, NPS, and time to resolution
  • Drive product improvement based on support case experiences by suggesting serviceability improvements, product test cases, or by helping customer to submit enhancement requests
  • Participate in pre-GA activities including product documentation review and test rallies
  • Pursue improvements to Support processes or tooling to achieve better customer and engineer experiences
  • Training and/or mentoring other engineers based on subject matter expertise and skill gaps
  • Participate as part of an on-call rotation during the weekend to cover any 24x7 activity for critical customer situations

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