Support Engineer

hace 2 semanas

Ciudad de México Metova A tiempo completo

JOIN US IN DRIVING SUCCESS:

Everyone at Metova is given the tools and resources they need to succeed at their job. We offer a positive work environment so you have the autonomy to build amazing software for our customers and add to our team of industry leading visionaries. We are lean, which means we reflect on what we learn and use that new knowledge to quickly make better products. Your job is to keep learning, contribute your knowledge back to the rest of the team, and apply what you learn to make Metova and our clients even greater.


YOUR OPPORTUNITY:

Our Engineering Support Team is an elite group of less than 10 people globally (Poland, Mexico, US, and Ukraine). The team resolves about 200 tickets a month for clients and internal users. You will provide product and backend technical support. You'll use your proven technical expertise to analyze, troubleshoot and resolve issues.

MORE SPECIFICALLY, YOU WILL:

● Review/Read log and engage in action required
● Troubleshoot the Production Environment in order to find solutions to externally and internally reported cases pertaining to our software product and our infrastructure. (Databases, application, memory usage, processing, etc).
● Collaborate with teammates and other teams when needed to find solutions to externally and internally reported cases.
● Escalate cases promptly to internal teams as required.
● Follow all Engineering Support guidelines and processes for case handling.
● Respond to, resolve and document all incoming cases via ticketing system.
● Utilize email, chat, and other support channels to communicate

●Develop deep technical understanding and become certified on software products, including Campaign, Analytics, Content, Exchange, and Personalization.
● Write and run moderately complex queries.
● Document software defects, research and resolve defects or escalate to the appropriate Engineering Squad, as required.
● Document all solutions or update existing solutions with new information in the Team Confluence room.
● Assist with other reasonable duties as may be required being adaptable to ever-changing business needs.

In general, you will work regular business hours, Monday through Friday.
However, Engineering provides 24x7 support for major incidents, so you will be expected, from time to time, to provide coverage outside core business hours. You also will participate in an on-call rotation that will include holidays, after-hours and weekends.


TO BE A GOOD FIT FOR THE ENGINEERING SUPPORT OPPORTUNITU, YOU WILL HAVE:


● 4+ years of technical support experience in an enterprise software company; supporting external customers; web applications or analytics software is strongly preferred.
● 5+ years of SQL experience and proficiency.
● Knowledge of and/or background in HTML, APIs, Java, XML, basic networking, and database concepts (such as Oracle and/or AWS).
●Knowledge of and/or background with databases, preferably Oracle and/or AWS with the ability to write SQL queries.
● Understanding of how web systems work (physical, logical, hardware, software) and how to support them.
● Understanding of how the different components in a web system fit together and affect each other.
● Basic understanding of UNIX commands for searching logs and configuration files on the server.
● Experience with Redis, Kafka, Mongo, JIRA, Logstash, Snowflake, Confluence and New Relic.
● Well developed ability to timely research and troubleshoot technical issues.
● Extremely proactive and takes ownership for producing positive results.
● Experience with environment configuration.
● Infrastructure troubleshooting experience.
● Very good communication skills.
● Self-reliance and the ability to work independently with minimal supervision.
● A team-player approach.
● Fluency in English.
● Ability to take initiative autonomously to search out solutions.
● Ability to think creatively towards problem solving.

PREFERRED BUT NOT REQUIRED:
● A bachelor's degree in Mathematics, Computer Science, Engineering or equivalent related field.
● Coding skills in any language, ideally Java and Snowflake.
● Experience (and/or interest) in mobile technologies and concepts, such as Android/iOS applications, push notifications, SMS.
● Experience with AWS, Kubernetes.
● Experience (and/or interest) in email and online marketing technologies.
● Second or third-line (tier 2 or 3) support experience.
● Experience in digital marketing and web analytics.


ABOUT US:

Founded in 2006, with the belief that mobile would be even more transformative than the internet, Metova set out to build innovative mobile applications while also creating a great place for people to work. Today, Metova continues to build on its success by retaining world-class talent and helping companies transform their business through custom software products and services for web and mobile. After identifying customer needs, informed through research and design, Metova defines and builds the experiences customers expect, aligned with business goals to streamline workflows and increase revenues - while delighting customers and disrupting industries.

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