Scope

As a T3 Engineer, you will act as a product specialist within the Customer Success team. You will play a key role in issue handling and the proper escalation process. You will be part of the team that constitutes the highest level of technical expertise within the operational teams. Considered as an expert, you will be a reference for the technologies you master. You will also participate in the improvement of our products and their deployment. 

Job Description

  • Ensure a follow-up and resolution of customers’ problems that are reported by our field support teams
  • Work closely with the Product Owner, and the Development and Test teams on a fixed life-cycle, to improve the product reliability based on your troubleshooting experience
  • Write, review and organize technical documents that will be published in the FAQs and knowledge base to create customer self-help solutions
  • Monitor and answer questions that are posted to the escalation queue
  • Perform testing functions to verify defect fixes and to assist the Test team when needed
  • Manage high profile customer issues by acting as a Technical Support Engineer, providing level 3 support to the customer during the evaluation period and problem ticket resolution
  • Provide advanced technical and troubleshooting training to our field support teams
  • Assist our operations and field support teams on-site for high profile events and setups
  • Organize internal/external meetings to ensure the information is properly shared between stakeholders
  • Develop internal tooling to assist other support tier level in their daily tasks
  • Manage customer escalation

Profile

  • Master's degree in computer sciences, or Bachelor's degree in computer sciences with relevant certifications
  • At least 5 years of experience in support 
Technical Skills :
  • Linux, Docker, K8s, Grafana, PostgreSQL, Kafka
  • Virtualization, TCP/IP, and Storage technology is an asset
  • Bash, SQL, Python
Soft Skills :
  • Team Player
  • Excellent communication skills
  • Autonomous in the manner of knowledge acquisition
  • Flexible (willing to ensure extended support occasionally out of business hours)
  • Willing to travel occasionally for a short period
  • Excellent customer service skills addressing the needs of both the external and internal customers with strong communication and process skills
  • Ability to write technical documents which address the needs of the customer
  • Aligned with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success Why join EVS ? | EVS
Languages :
  • Fluent in English
  • Good working knowledge of French
  • Knowledge of other languages is an asset

Offer

Becoming Part of the EVS Team not only means that you will receive a competitive salary in line with your skills and the market, but also a range of other additional wellness and healthcare benefits. Our flexible schedules and hybrid way of working (homeworking) policies will help you preserve your work-life balance.
EVS will give you the tools to develop your skills and your career by giving you the opportunities of internal mobilities and a wide range of trainings. We encourage our motivated talents with a friendly, lively, and inclusive environment.
 
 
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