Critical Support Engineer L1

About us:

AIOPSGROUP, a valantic company is a multidisciplinary digital competency center that leverages its 20+ years of e-commerce experience and successful delivery of over 250 e-commerce projects to provide specialized services at the intersection of e-commerce, Data, and Technology. Our range of services includes Consulting, Customer Acquisition & Retention, Commerce Implementation, CX Monitoring, and 24/7 Support Services. We are dedicated to helping our global enterprise clients achieve long-term growth through digital performance, while prioritizing building strong relationships with clients and delivering impactful results.

valantic is Number 1 for digital transformation and one of the fastest growing digital solutions, consulting, and software companies on the market. More than 500 blue chip clients rely on valantic, including 32 out of the 40 DAX companies as well as many leading international companies. valantic has a unique structure, consisting of divisions, competence centers, and expert teams, always attuned precisely to companies’ digitalization needs – from strategy to concrete realization.

What Are You Going To Do?

We are looking to hire a Critical Support Engineer with focus on application support and maintenance. As part of AIOPSGROUP Tier 1 support team, you will be expected to work on 8-hour shifts for 24/7 coverage.

You will be diagnosing and resolving technical issues reported by customers or alerted by the AIOPSGROUP monitoring solution

Main Responsibilities:

• Provide technical support for enterprise-level application systems
• Confirm if given alerts are actual incidents or false/positives
• Identify and resolve technical issues
• Ensure that tickets are resolved in a timely fashion and within the agreed SLA
• Research, diagnose, troubleshoot and identify potential solutions for how to resolve an issue
• Prioritize issues
• Maintainе and update technical documents and procedures

What Do We Expect?

• Experience supporting web and cloud-based applications
• Investigation and diagnostic skills
• Proficiency working with ticketing systems and knowledge bases
• Critical thinking
• Attention to detail
• Ability to work under pressure and to tight deadlines
• Ability to explain issues and root causes to those with limited IT and systems knowledge
• Self-starter with proactive attitude
• Team player

Why Join Us?

• Competitive remunerations and benefits package
• Opportunity to grow your career and get exposure to international brands, working on complex multi-technology projects
• Friendly, yet competitive work environment where everyone’s success is celebrated
• Flexible working hours/working location