6 дней назад
Level 2 Support Engineer (French/English)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Level 2 Support Engineer (French/English) (Retail Applications): Investigating and resolving escalated incidents across retail devices, payment services, cloud solutions, store applications, and operating systems with an accent on bilingual customer support, structured diagnostics, and root cause identification. Focus on validating reproductions, analyzing logs and telemetry, preparing technical escalations, and improving recurring issue resolution across Level 1, Level 2, and Level 3 support.
Location: Belgrade, Serbia
Company
provides a unified commerce platform, payment capabilities, and services for retailers and restaurants worldwide.
What you will do
- Investigate and resolve complex escalated incidents across software, hardware, networking, cloud systems, payment services, retail devices, and store applications.
- Perform structured diagnostics, analyze logs and telemetry, validate reproducibility, isolate components, and identify probable root causes.
- Own escalated cases through resolution or formal handover to Level 3, providing workarounds and validating upstream solutions.
- Communicate with customers and internal partners in English and French throughout the investigation cycle.
- Prepare diagnostic summaries, reproduction steps, investigation notes, troubleshooting flows, and knowledge articles.
- Support Level 1 through coaching, targeted triage, knowledge sharing, and mentoring.
Requirements
- Fluent written and verbal English and French are mandatory.
- At least 2 years of experience in a technical service desk or technical support role.
- Strong technical experience with Windows operating systems.
- Demonstrated analytical, troubleshooting, and diagnostic skills.
- High school diploma or equivalent.
- Ability to work in a structured, high-volume, process-driven support environment with strong organization and attention to detail.
Nice to have
- Experience with Linux environments.
- Prior Level 2 or advanced service desk experience.
- Exposure to payment systems, cloud services, retail hardware, or store systems applications.
- Experience supporting multilingual or international customer environments.
Culture & Benefits
- Structured support model with product-pod rotation and cross-training.
- Development opportunities through coaching, feedback, mentoring, and skill-building programs.
- Collaboration with Level 3, Engineering, DevOps, Product, and training teams.
- Opportunities to contribute to diagnostic tooling, automation, workflow improvement, beta programs, and new product readiness.
- Equal employment opportunity and an inclusive working environment.
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