L2 Technical Support Analyst

hace 7 días

Barcelona, España D-EDGE A tiempo completo

**About The role**:
The role of the Level 2 support is to be the connection between Customer service and R&D teams.

The L2 team has to handle multiple types of issues, that can be bugs, incidents, global connectivity issues or misconfigurations on both Availpro & Fastbooking platforms.

The team also has to analyze the platform or partner’s performance and act accordingly.

They handle escalated issues that Level 1 support is not equipped to deal with.

Level 2 will sometimes escalate to Level 3, depending on the issue if this need a fix.

The team works on both platforms and the new team member will be trained on both Availpro & Fastbooking tools.

**The job vacancy is based in Barcelona and the L2 team is part of the Engineering team.**

**Main responsibilities**:
**Manage Incident Coordination**:

- Collect notifications from R&D and Customer Service (based on Customers feedback)
- Perform preliminary investigations with engineers to determine the severity of the issue
- Setup the right organization allowing you to manage the incident
- Manage internal communication and provide wording for customer communication
- Build incident reports in collaboration with the various feature teams

**Track & Follow Issues Resolution**:

- Collect bug reporting from R&D and Customer Service (based on customer feedback)
- Prioritize bug fixes according to their impact on our customer base and discussion with Product Owner
- Follow bug resolution and manage internal communication

**Perform Level 2 Investigations**:

- Perform advanced analysis on issues. These investigations involve technical access to the D-Edge Platform as well as technical expertise on products.

**Documentation**
- Each Level 2 member is involved in Documentation redaction, the goal is to share the knowledge internally.

**Qualifications**:

- Good knowledge of D-EDGE solutions and the industry
- Excellent level in English
- Ability to diagnose and troubleshoot technical issues
- Excellent problem-solving and communication skills
- Team spirit & adaptability
- Willing to learn

**Please be aware that we will be asking for work references.**
- D-EDGE is an equal opportunity employer. We do not discriminate based on : race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status._

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