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Technical Support Engineer - Tier 2

Remitly

Remitly

IT, Customer Service
Tel Aviv-Yafo, Israel
Posted on Monday, September 25, 2023

Job Description:

About the Role:

As a Technical Support Engineer, you will be in charge of investigating and solving technical issues in the production environment, being the front line of the R&D team. You’ll diagnose and triage production issues and either solve them, or delegate to the product and R&D teams. You’ll be in charge of meeting the SLA of the company, defining relevant tools and measurement methods, actionable alerts and communication tools and work as part of the R&D team to implement the relevant tools. You will be the bridge between the customer-facing stakeholders and the R&D team, communicating issues and pushing high standards.

You Will:

  • Work on a complex cloud environment that serves customers.
  • Conduct root-cause analysis for production issues, perform immediate actions and push for long-term solutions.
  • Work closely with all departments of the company such as product, support and operations to define procedures, solve issues and plan future tasks.
  • Define monitoring tools on top of the current team tools to lower the team response time.
  • Analyze logs and understand scripts.
  • Triage and prioritize incoming issues and bugs.

You Have:

  • 3+ years experience in a similar Technical Support role.
  • Experience with SQL and data analysis.
  • Experience with system log analysis.
  • Ability to understand flows and provide creative troubleshooting solutions.
  • Capabilities in building organized processes and structured formal documentation.
  • Self-prioritization ability.
  • English - excellent written and verbal communication skills.

#Remitly-Israel

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.