Description

You will provide Level 1 technical support for Polaris and Vega ILS customers, owning the full lifecycle of incident resolution and customer communication.

Responsibilities

• Perform problem analysis, troubleshooting, and debugging to implement corrective and preventive measures.
• Manage incident tickets and service requests through the ticketing system, ensuring no tickets become stale.
• Communicate ticket status and updates to customers throughout the entire resolution process.
• Escalate complex issues requiring Level 2 or Level 3 support to appropriate teams.
• Collaborate with internal development and cloud departments to provide technical solutions and best practices.

Required Skills

• 3+ years of experience developing or supporting enterprise software.
• Proficiency with SQL, Oracle DB, and Postgres databases.
• Experience with J2EE, JSON, REST, API, XML, Spring, or Ruby.
• Knowledge of XML, HTML, and TCP/IP.
• Working knowledge of Apache and Tomcat web servers.
• Experience using Bash for scripting or system tasks.
• Ability to perform system analysis and code debugging.
• BSc in Computer Science, Engineering, or a relevant field.
• Experience in Tier 1 support or helpdesk functions.

Key Skills

Education

BSc in Computer Science