[Remote] L2 Support Engineer
Note: The job is a remote job and is open to candidates in USA. Mediaocean is a company that connects media, technology, and data to optimize advertising workflows for marketers and agencies. They are seeking an L2 Support Engineer to troubleshoot technical escalations on an enterprise web application, provide support for complex inquiries, and facilitate communication between teams.
Responsibilities
- Working to troubleshoot and determine root cause for technical escalations on an enterprise web application
- Troubleshooting issues by going through the log files with a thorough attention to detail
- Provide assistance on medium to high level complexity support inquiries
- Responding quickly and intelligently to production issues and facilitating communication between L1 and Development teams spread across Australia & US
- When the case is unable to be solved within the specified guidelines, pass the case on to the development team for further investigation
- Contribute to the knowledge base and actively use the existing documents in the resolution of support cases
- Properly log documentation regarding support inquiries into the CRM system
- Provide assistance to other team members
- Proactively keep management informed of critical customer issues/concerns
- Working late hours in the evenings, as needed
Skills
- Hands-on experience in writing basic to medium complex SQL queries for Oracle/MSSQL database
- Basic understanding of Unix Shell scripting
- Experience in debugging java/.net web application and decipher log files to identify root cause
- Relevant work experience supporting an enterprise application
- Above 60%, Engineering or graduation in IT/Comp Sc
- Understands SOP to address customer reported issues
- Very strong communication skill both in written and spoken
Benefits
- Open Paid Time Off (PTO)
- Flexible schedule
- Company holidays
- 12 weeks of paid parental leave (after 6 months of employment)
- Competitive salary
- Full benefits package starting on your first day
- Referral bonuses
- Recognition awards
- 401(k) with company match
- Company HSA contribution up to $2,400
- Medical/Dental/Vision/Pharmacy
- Health Savings Account (HSA)/Flexible Spending Account (FSA)
- Mental health support
- Life & Disability insurance
- Family planning & fertility benefits
- Pet insurance
- Legal & ID theft protection
- Retirement planning
- Medicare assistance
- Employee Assistance Program (EAP)
- Professional training/Tuition reimbursement
- Eligible employees get up to 100% company paid annual subscriptions to Peloton, Maven Clinic, BetterUp Care, Walkingspree, Bikeshare (Divvy in Chicago/Citibike in New York)
- Wellness Seminars (physical, mental, financial, social)
- Opportunities to compete in companywide health challenges with prizes
- Professional development with a dedicated Talent Development team
- Employee Resource Groups (ERGs)
- Philanthropy & awareness programs
- Mentorship programs
- In-office and virtual events & celebrations
- Various volunteer & donation opportunities
- Innovative and collaborative work environment
- Enjoy fresh bagels and company-paid lunches in-office twice a week
Company Overview
Company H1B Sponsorship