Software Support Engineer (2nd line)

Job description

Job Description

Join Service Continuity team to be a focal point in providing support for customers and integrating with core engineering. Take a part of establishing a new team that will lead a support for the newest technology solutions at the IoT industry.

Job Purpose & Accountabilities:

We are looking for an experienced software support engineer, with great technical and personal support capabilities, to provide 2 nd line technical support to our customers for both on-Premise and Cloud solutions.

In this role you will be responsible for:

·  Customer's technical support as part of the 2nd line support team
·  Serve as technical advisor and escalation point for 1 st line support team
·  Diagnose and resolve customer submitted tickets that require in-depth knowledge of the functionality of the product
·  Ensure that incidents are resolved in a timely manner to meet defined service level targets
·  Reproduce customer issues in test environments when needed
·  Work with development team to develop, design and propose solutions to meet technological needs of users
·  Learn and remain current in relevant product knowledge, support policies and support delivery
·  Document new solutions and workarounds to be published in internal knowledge base
·  Develop monitoring tool's alerts to improve service availability

Job Requirements

·  Experienced in B2B corporate software support
·  Strong English written and verbal communication skills
·  Be passionate about customers and service, with a strong will to make a difference
·  Great problem solving abilities and excellent communication, customer handling and inter-personal skills
·  Good knowledge of Unix/Linux and/or Windows operating systems
·  Programming skills with knowledge of at least one scripting language (Shell, Python, Perl...)
·  Must be able to deal direct with clients in a friendly and highly confident manner demonstrating excellent internal and external customer communication skills.
·  Understanding at least some of the protocols and technologies such as IPV6, IPV4, HTTP, SSL, LDAP, JDBC, Servlet/JSP, HTML, XML
·  Good knowledge of SQL scripting in at least one RDBMS (Oracle, Postgres, MySQL…)
·  The ability to work in a dynamic environment, prioritising and multi-tasking effectively

Desired skills & requirements:

·  Experience with cloud environments
·  Familiarity with embedded systems
·  Familiarity with Docker - advantage
·  Basic concept of application clustering and load balancing
·  Familiarity with JVM, Java Application Server and web containers administration (JBoss, Apache http, Tomcat)- very big advantage
·  Cloud monitoring systems (Nagios, SisDyg, Graphite, ICINGA)
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Benefits

Your particular benefits package will depend on position and type of employment and may be subject to change. Your package will be confirmed on offer of employment. ARM's benefits program provides permanent employees with the opportunity to stay innovative and healthy, ensure the wellness of their families, and create a positive working environment.

·  Annual Bonus Plan
·  Launch Award
·  Pension
·  Severance Pay
·  Keren Hishtalmut (Education Fund)
·  Convalescence - Havra'ah Medical, Travel, Health & Life Insurances
·  Company Car Leasing Program or travel to work
·  Holiday, 20-24 days per annum
·  Sabbatical, 20 paid days every four-year of service
·  Special vacations on personal events (wedding, child birth, child wedding)
·  Volunteering, One (1) paid working day each year (TeamARM)
·  Others, including: free car parking, meal subsidy, Running team, Pilates lessons, team and social events

About ARM

ARM® technology is at the heart of a computing and connectivity revolution that is transforming the way people live and businesses operate. From the unmissable to the invisible; our advanced, energy-efficient processor designs are enabling the intelligence in 86 billion silicon chips and securely powering products from the sensor to the smartphone to the supercomputer. With more than 1,000 technology partners including the world's most famous business and consumer brands, we are driving ARM innovation into all areas compute is happening inside the chip, the network and the cloud.

With offices around the world, ARM is a diverse community of dedicated, innovative and highly talented professionals. By enabling an inclusive, meritocratic and open workplace where all our people can grow and succeed, we encourage our people to share their unique contributions to ARM's success in the global marketplace.