Vacancy: L2/L3 Support Coordinator

Our partner, a multinational IT Company headquartered in  Norway is  looking for candidates to fill in the position of L2/L3 Support Coordinator

Place of duty: remote work

About company:

Is a Norway-driven group of companies, dedicated to building a better world by empowering businesses and global growth through data-driven innovation and AI based solutions. We work with a wide range of companies from Enterprise to Start-ups, providing them with product management, end-to-end product development, go-to-market strategy and advisory services. Company l has global ambitions and is represented in Norway, Sweden, USA, Ukraine.

So, you can become a part of growing company, work with mature colleagues, forget about legacy and maintenance, enjoy modern technologies and creating AI based solutions. You will participate in corporate culture and business shaping, enjoy start-ups’ agility and flexibility supported by mature outsourcing and development practices, human-oriented management team, entrepreneurial spirit and Scandinavia (as soon as travelling will become possible again

About the project:

Our customer is creating the “Intelligent Accounting” era, using artificial intelligence to automate accounting and provide advisory, business insight, and eventually business foresight. It’s the first company to develop a fully Autonomous Accounting solution for processing invoices, automating all required accounting tasks using AI, without human intervention. The solution for this won the 2021 US Fintech Awards category for Accounting Tech of the Year.

We are currently searching for a L2/L3 Support Coordinator to join the product development team of partner located in the USA. That will be a web-based AI platform that helps accountants, CFOs, controllers, and accounts payable (AP) teams become more efficient and reduce errors on routine tasks such as invoice processing, approval workflows, and electronic payment processing. You will become part of the global development team bridging the gap between product development and customer success.
The main focus of the role is to investigate monitoring events and reports coming from across all environments and work with engineering to release a timely and high-quality fix back into production. This role includes working closely with Incident Management, Customer Success, and Engineering providing updates and relevant context for smooth resolution of incidents. EU time zone working schedule.

 We provide you with the following exciting challenges:

  • Investigate all incoming incident reports in Jira
  • Document well written incident reports in Github
  • Work with the Incident Manager to flag critical and high priority incidents needing immediate attention
  • Work with Incident Manager to track all Middle and Low Priority incidents to be brought into weekly planning
  • Proactively review alerts channels and flag to Incident Manager
  • Proactively review automation test results and flag to automation engineers + Incident Manager for review
  • Verify hotfixes
  • Do regression and blackbox testing
  • Resolve support requests

We expect from you:

Ideally the candidate has experience with several methods of investigation and tools that we currently use:

  • Experience with APM tools like Datadog, Sentry or similar
  • Fullstory/UXCam — user session recordings
  • Scripting languages like JavaScript, Python or similar
  • Graphql queries
  • Jira — handling all incoming incident tickets
  • Github — documenting all incident reports
  • Reviewing files in AWS S3 buckets
  • Reading automation test results — Postman and Github actions

Soft Skills:

Good communication skills to discuss with support teams when more context is needed

Detail oriented and highly organized to keep Jira + Github up to date at all times

We offer:

  • Salary range: It’s an immediate position, so we would like to know the salary expectation that would make you change the jobs.
  • Start-ups’ agility combined with mature delivery practices and management team.
  • Fully remote job.
  • Competitive compensation.
  • Paid annual leave — 20 workdays per year, 25 workdays after 3 years of cooperation.
  • Paid sick leave.
  • PE support by professional accountants
  • Development of new products, from different business domains.
  • Strong focus on technical and personal growth.
  • Transparent career development and individual development plan.
  • English and Norwegian Courses.

We are waiting for Your CV: escadra@escadra.com.ua

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