Position Purpose Statement

Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems (including the API) for the MyPass platform. This role is customer facing and requires excellent verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical (P1) incidents.

Tier 2 Technical Support Engineers play a key role as the front-line interface between our customer and the Product & Engineering team and operate as a second level of support after basic user-level support (L1). Their primary responsibility is to provide customer support by resolving technical support incidents or service requests in accordance with applicable service level agreements.

Key Responsibilities

• Responsible for triaging & responding to, investigating and resolution of customer support tickets within SLAs
• Responsible for troubleshooting customer queries using SQL and Javascript.
• Perform analysis of integration logic and system processes and provide adequately descriptive solutions and responses back to Customers.
• Effectively document investigative steps and analysis to escalate technical issues to the Product and Engineering team (Tier 3).
• Escalate incident tickets through the appropriate channels and hold those escalated to accountable for responding in accordance with SLAs.
• Proactive ownership and management of allocated tickets via MyPass support platforms.
• Provide prompt, professional, and accurate communication with customers, vendors, and colleagues to bring a fantastic experience - ability to explain what happened and why, whilst proposing solutions and securing sponsorship to implement them.
• Interface with colleagues to ensure completeness and relevance to customer requirements.
• Prioritize and manage multiple open tickets at one time.
• Share valuable knowledge with Support colleagues.
• Provide input towards general process improvement.
• Investigate any identified issues with the implementation and then proactively drive resolution.
• Participate in critical (P1) incident DDA / RCA by providing root cause analysis and identifying corrective actions as well as contributing to preventative measures.
• When required, assist with testing of MyPass platform configurations and provide accurate feedback on test outcomes.
• Maintain up to date product knowledge and awareness of new features.
• Willingness to work nightshift, weekends and/or public holidays (at a premium rate) on a rotational basis with other engineers

Key Accountabilities

Accountabilities (Effort)

• Managing customer support tickets to agreed service levels (60%)
• Assisting in collating and documenting incident root cause analysis (5%)
• Providing UAT as part of release management protocols (15%)
• Providing technical support knowledge transfer to L1 based on root
• causes (10%)
• Internal team meetings / 1-ups / huddles / sprint & release meetings (10%)

Measures of Success

• Root cause investigation and problem management effectiveness.
• Meeting Service Levels on all tickets.
• Quality delivery of customer solutions resulting in increased overall satisfaction.
• Ticket management efficiencies i.e. response time, resolution time, providing regular updates.
• Internal and External communications are of sufficient quality, form, and standard for all communication methods
• Positive contribution to the company over and above your day-to-day role activities as measured by reasonable attendance at company meetings and events and involvement with internal projects and initiatives.

Development Objectives

0-3 Months 

• Build internal relationships with the key stakeholders for this role.
• Develop an intimate understanding of the product and range of use cases.
• Be familiar with the tools required to perform the job to a satisfactory standard.
• Demonstrate self-sufficiency in resolving L1 end-user product support queries.
• Understand the incident management processes and the expectations of this role in that protocol.

3-6 Months 

• Demonstrate proficiency in managing L2 tickets to SLAs
• Be able to identify the difference between a design gap and an error (bug) without having support from Engineering or Product.
• Provide testing support for Releases.

6-12 Months 

• Demonstrate proficiency in all new product releases.
• Demonstrate value by challenging the norm and suggesting process improvements.