As a Technical Support Engineer II, I diagnose and troubleshoot technical issues, ensuring adherence to SLAs. I collaborate with engineering teams to escalate and resolve production problems, communicate with various stakeholders, and conduct daily health checks and monitoring. Additionally, I provide guidance to team members, prepare detailed incident reports for management, and analyze recurring issues and trends for proactive resolution.

Roles & Responsibilities:

● Diagnose and troubleshoot technical issues, serving as the first line of support to ensure swift resolution.
● Handle support tickets received through various channels, ensuring resolution within the agreed Service

Level Agreements (SLAs).
● Communicate with the engineering team to escalate production problems, discuss solutions, and share

technical logs for thorough issue resolution.
● Liaise with various stakeholders, including commercial, operations, and engineering teams, to address

and resolve technical issues efficiently.
● Conduct daily health checks and system monitoring to proactively identify potential issues.
● Provide support and guidance to team members in their daily tasks, fostering a collaborative work

environment.
● Prepare detailed reports for global incidents and share insights with the management team for informed

decision-making.
● Analyze recurring issues and abnormal trends to develop and implement effective long-term solutions.

REQUIRED EDUCATION, KNOWLEDGE, AND SKILLS

● Bachelor degree in Information Systems, Computer Science, or related field.
● 1-2 years of experience as a support engineer.
● Familiar with database, scripting, APIs & basic programming concepts.
● Excellent presentation and communication skills.
● Excellent analytical and problem-solving skills
● Highly organized with strict adherence to deadlines.
● Familiar with Agile concepts will be a plus
● Experience in Odoo is a plus.

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