As a Second-Level Customer Support Engineer, you will play a critical role in ensuring the smooth operation of our ride-hailing platform. You'll be responsible for diagnosing and resolving complex technical issues reported by customers, drivers, and internal teams. Your expertise will contribute to maintaining high-quality service levels and enhancing the overall user experience.
Responsibilities Technical Troubleshooting: Investigate and analyze escalated technical issues related to our ride-hailing software applications. Collaborate with first-level support teams to understand the root cause of problems and provide timely solutions. Utilize debugging tools, logs, and system diagnostics to identify and resolve issues efficiently. Issue Resolution: Provide expert guidance to resolve complex technical problems, ensuring minimal disruption to service. Escalate unresolved issues to third-level support or development teams, documenting all relevant details. Communicate effectively with stakeholders, including customers, drivers, and internal teams, to keep them informed of progress. Incident Management: Contribute to incident management according to established procedures, including incident prioritization, impact assessment, and resolution. Collaborate with cross-functional teams during major incidents to restore service quickly. Documentation and Knowledge Sharing: Maintain comprehensive documentation of known issues, workarounds, and solutions. Contribute to the knowledge base by creating articles, FAQs, and troubleshooting guides. Mentor junior support engineers and share best practices. Quality Assurance: Validate software updates, patches, and bug fixes before deployment. Contribute to regression testing to ensure that resolved issues do not reoccur. Collaborate with development teams to improve software quality based on user feedback. Continuous Improvement: Prepare product related reports for stakeholders and provide insights. Identify trends in reported issues and propose process improvements or system enhancements. Participate in post-incident reviews to learn from incidents and prevent recurrence. Stay updated on industry trends, emerging technologies, and best practices. Bachelor's degree in Computer Science, Information Technology, or a related field. Experience: 2+ years in technical support or software engineering roles. Technical Skills: Proficiency in troubleshooting applications and APIs. Familiarity with programming languages. Knowledge of cloud platforms (e.g., AWS, Azure, GCP) and containerization (Docker, Kubernetes). Understanding of SQL queries and application logs. Communication Skills: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical stakeholders. Customer-Centric Mindset: Empathy and patience when dealing with customer inquiries. Commitment to delivering exceptional customer service. Competitive salary and benefits package. Opportunities for career growth and skill development. You'll kick off our 2nd Level Customer Support function. Collaborative and dynamic work environment. #J-18808-Ljbffr
