Support Engineer

Il y a 2 mois


BoulogneBillancourt, France Skaleet Temps plein

Dotés d’une personnalité curieuse et organisée, ayant le goût du contact client, le sens du service et un bon esprit d’équipe, les membres de l’équipe Support n’ont pas le temps de s’ennuyer. En effet, leur charge de travail principale se répartit entre les missions suivantes:

- Participe à la prestation de support apportée aux clients de l’entreprise
- Point de contact privilégié pour les clients
- Point de contact pour le prestataire Front-Office assurant le support niveau 1
- Accompagne les équipes niveau 1 dans leur mission de trouble shooting
- Qualifie les incidents / dysfonctionnements remontés par le Front-Office et non traités par eux
- Point de contact pour les équipes de R&D qui apportent une expertise en cas de besoin
- Contribue à la rédaction de fiches de trouble-shooting pour alimenter la base de connaissance interne et destinée aux clients
- Participe à la rédaction des rapports d’incidents
- Solutionne les problèmes et/ou s’assure de la prise en charge du problème par un membre de l’équipe de développement
- Planifie les mises à jour et coordonne les équipes lors du déploiement des nouvelles versions
- Fait preuve de proactivité dans le suivi des alertes remontées par les outils de monitoring

**Profil**

Dans l’idéal:

- Vous êtes titulaire d’un diplôme de niveau Bac + 2/3 en informatique/réseau, ou équivalent
- Vous avez une première expérience dans le support client chez un éditeur de logiciel saas (une expérience dans un contexte ITIL ou dans le domaine bancaire serait un plus)
- Vous avez des connaissances dans les domaines techniques suivants : Jira, Kibana, Nagios
- Vous avez un bon niveau en anglais (écrit et parlé)
- Vous avez de bonnes qualités rédactionnelles


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