Senior Support engineer (L2)

Over 20 years of market experience, Intellias brings together technologists, creators and innovators in Europe, North and Latin America, and the Middle East. Join our international team and take the mission to solve the advanced tech challenges of tomorrow!What project we have for youOur client is an innovative global company from the Fortune 500. Consumer Goods Producer and Retailer with headquarters in Switzerland that sells its products in 130 countries. Intellias mission is to support its strategy and efforts in the Digital and eCommerce space. A newly conceptualized Digital Eco System is comprised of set of capabilities including online shop & website, linking online & offline, customization & personalization, engagement & membership, digital product & services. What you will doTake an active part in issue resolution of any complexity, severity or scaleSet up new e-commerce websites on production environment, ensuring smooth deployment and functionalityReconfigure components of ecommerce websites via CMS’s on production environmentBe reliable, friendly and trustworthy frontline of the support/service deskRespond and react to incoming issue requestsAssist and help users resolve their issuesExtract and collect issue details from usersProvide consultations and advice to usersReport any out-of-scope issues, that cannot be resolvedTake part in issue escalation and progress trackingGather and report issue occurrence and resolution statistics;Elaborate ideas on improving and optimizing support activitiesEnsure enterprise systems and business continuityProcess, analyze incidents and monitor their fixingBe ready to take a role of Incident Manager in case of Major IncidentsEnsure that RCA is provided/documented for each critical incident (Postmortem)Provide communication with the external vendorConcentrate on providing best value for usersTo be ready for a 24*7 teamwork, 10h shift What you need for this2-3 years of experience as a L2/L3 support specialistBachelor’s or master’s degree in Computer Science or related fieldsStrong experience with Magento 2.4 is a big plusGood understanding of Microsoft enterprise office and cloud solutions: Office 365, MS Azure, SharePoint, etcExperience with MS Azure, AWS or Google Cloud will be a plusHands-on experience in application or web application supportGood understanding of SQLExperience with PostmanGood understanding of HTTP TechnologiesGood TCP/IP knowledge Experience with monitoring tools (e.g. NewRelic, Prometheus, Grafana, ELK, Splunk, etc) Experience with REST APIUnderstanding of CI/CD process and implementation experienceStrong knowledge of Service Desk activities, Incident and Problem management principles and best-practicesExperience using Service Desk and task management software: JIRA, confluence, ServiceNow etcStrong communication skills, soft skills and stress-resistance is a mustGood English level is required, both spoken and written (B2)Empathy, psychology and trusted communication building skills are a plusThe role requires a background in more advanced technical support (L2/L3) and direct customer interaction. Customer support experience is crucial for this position.**Nice to have:Experience working in large or enterprise-level organizationsFamiliarity with corporate processes, compliance rules, and structured communication channelsUnderstanding of ITSM frameworks (e.g. ITIL) and adherence to Change, Incident, and Problem Management proceduresExperience operating within environments that require strict documentation, traceability, and approval flowsAbility to collaborate effectively across multiple teams and departments (e.g. Development, QA, Operations, Business stakeholders)Awareness of security, privacy, and governance standards typical for global companiesStrong understanding of escalation paths, reporting lines, and responsibility segregationAbility to balance speed of issue resolution with compliance to organizational policiesWhat it’s like to work at IntelliasAt Intellias, where technology takes center stage, people always come before processes. By creating a comfortable atmosphere in our team, we empower individuals to unlock their true potential and achieve extraordinary results. That’s why we offer a range of benefits that support your well-being and charge your professional growth.We are committed to fostering equity, diversity, and inclusion as an equal opportunity employer. All applicants will be considered for employment without discrimination based on race, color, religion, age, gender, nationality, disability, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.We welcome and celebrate the uniqueness of every individual. Join Intellias for a career where your perspectives and contributions are vital to our shared success.