Tier 2 Support Engineer (remotely)
AxiomSL, Russia

Founded in 1991, AxiomSL is the global leader in software solutions for enterprise risk management, data management, regulatory reporting and compliance. We employ 1000+ people in over 20 countries across North America, Asia Pacific, Latin America, Europe, Middle East and Africa. This is a very exciting opportunity to be a part of our dynamic team!

AxiomSL is looking for a Senior Application Support Engineer that will take part in supporting our main product ControllerView for our clients in Australia and Singapore.

Role Description:

• Senior Application Support role provides subject matter expertize to the Application (client-facing) support teams around the globe.
• It handles client requests that require enhanced knowledge of the application functionality, architecture and execution specifics in various system configurations. It also requires experience in advanced troubleshooting of complex issues, caused by misconfiguration of client's Network Stack, Database and Operating System.
• Senior Application Support will work with Axiom personnel and clients in gathering relevant information, and with Axiom development teams in producing solutions.
• The position requires flexibility of work hours. It will report to the global support management in US.
• Business trips to Europe are possible.

What you’ll responsible for:

• Assist Application Support personnel with problem resolution and information queries;
• Interpret and explain user documentation to Application Support. Provide on-demand product information when a documentation is not available. Explain best ways to implement client-specific scenarios;
• Reproduce suspected bugs; document detailed issue scenarios, provide workarounds. If a permanent solution is required, provide the development team with comprehensive information related to the task. If the issue is not a bug, explain the product behavior to Application Support and/or client directly;
• Keep Application Support informed of future releases, patches and known issues. Constantly educate Application Support on new features and improve their level of expertise;
• Assist in maintaining the Knowledge Base of common problems, questions and recommendations. Work with Technical Writers on improving and extending the documentation;
• Help Application Support and the customers analyze application performance, detect problems and provide recommendations. Provide environment-specific infrastructure expertize to Application Support and clients to assist in performance improvements and issue resolution.

Requirements

• Excellent spoken and written English is a must;
• Minimum 5 years of experience in Technical Support, System Administration, QA or Software Development;
• Knowledge of one or more of the major databases (Oracle, MS SQL, PostgreSQL, MySQL, etc), ability to analyze and optimize SQL queries;
• Familiarity with Unix and Windows operating systems (advanced user level);
• Ability to learn quickly and multi-task, work within short time constraints;
• Excellent analytical and problem solving skills, attention to details, adherence to best practices as defined by the organization;
• Ability to solve problems both independently and with assistance of other staff;
• Ability to be on call off-hours per special arrangements with management.

Desirable:

• Familiarity with one or more of the scripting languages (e.g. shell, vbs, bat files, vba, perl, etc.);
• Basic knowledge of Java or any other OOP programming language(s) (ability to read code sources, understand logic, analyze and get useful information from sources, write simple modules);
• Knowledge of XML.

Benefits

What you can expect from us:

• Completely remote work.?
• Competitive salary.?
• Flexible work schedule.?
• English lessons with native speaker (via Zoom).?
• Opportunities for growth and development within the team and AxiomSL.?
• Continuous learning and experience in a feedback-oriented environment.?
• A commitment to staff-care and work life balance.?
• Business trips to clients (including prospective ones) are possible after ~1 year of experience with the Product.

Job Rewards and Benefits