Support Engineer - L2

Our Partner is the industry leader in delivering cloud-based services for eLaw. Our market leading software and services help legal related organisations conquer their eDiscovery, Litigation and Admin needs. We do this by providing a powerful SaaS platform with world-class support and engagement teams that help hundreds of law firms across the country manage large data sets, identify relevant information via AI and complex searches, and organise evidence to build compelling arguments to support their clients’ interests. 

Our Partner is venturing into International markets and is opening a new office in Bangalore to be able to meet the growing clients demand.

As a Support Engineer, you will play a critical role in enhancing our overall SaaS offerings through dedicated support, system improvements, and proactive problem-solving that are all critical to our clients’ success.

ROLES AND RESPONSIBILITIES

• System Support and Maintenance: Actively monitor and maintain system health, ensuring high availability and performance. Address and resolve system issues promptly to minimise impact on client operations. 
• Bug Fixes: Prioritise and execute bug fixes efficiently, employing a systematic approach to identify, diagnose, and resolve issues. Collaborate with development teams to ensure seamless integration of fixes. 
• Continuous Improvement: Leverage insights gained from support activities to suggest system enhancements. Implement improvements to processes, tools, and technologies to increase efficiency, reliability, and client satisfaction. 
• Client Self-Service Tools: Develop and refine tools that empower clients to resolve issues independently, reducing dependency on direct support and enhancing user experience. 
• Collaborative Problem-Solving: Work closely with development and support teams to tackle complex challenges, sharing knowledge and best practices to foster a culture of continuous learning and improvement. 
• Innovation: Seek ways to push and improve Our Partner development processes, introducing new methods +/- technologies 

Key Requirements for this Role:

• 3+ years’ prior experience as a Support Engineer, software development, and/or support.
• 1+ years of experience with object-oriented development (Ruby, Rails, Java, Shell scripting, AWS ) 
• Good Knowledge of SEV 1-3 ticket systems and workflows and appropriate tools like Zendesk, ServiceNow, etc, is desirable. 
• Strong English communication skills, both written and spoken, is crucial.
• Should be a self-starter, logical thinker, quick learner and have a detail oriented mindset.
• Should have strong problem-solving skills with an emphasis on troubleshooting and identifying root causes of complex issues and are not afraid to handle time-critical tasks.
• Should be comfortable handling a mix of development, support, and maintenance tasks, adapting to the needs of the team and clients. 
• Strong interpersonal skills, with ability to work both independently as well as part of a team.