Support Engineer Tier 3

Scope

As a T3 Engineer, you will be a product specialist within the Customer Experience team. You will be key 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 an expert, you will be a reference in 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, the Development and Test teams on a fixed life-cycle to improve product reliability based on your troubleshooting experience;
• Write, review, and organize technical documents that will be published to 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 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 appropriately shared between stakeholders;
• Develop internal tooling to assist other support tier levels in their daily tasks;
• Manage customer escalation and play a key role in being exposed to customers as an expert (or being a member of a board of experts);
• Actively participate in our extended support strategy, being on-call out of business hours to assist operations during events and project key milestones such as deployment, product upgrades, assistance to first air, etc.;
• Travel occasionally to reinforce customer intimacy or participate in tiger teams within the context of crisis management;
• Give training to internal and external audiences.

Profile

• Master's degree in computer sciences or bachelor's degree in computer sciences with relevant certifications;
• Min. 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);
• Willig to travel occasionally for a short period;
• Excellent customer service skills addressing the needs of both external and internal customers with solid 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 career by giving you opportunities for internal mobilities and a wide range of training.  We encourage our motivated talents with a friendly, lively, and inclusive environment.