United States onlyThis is a remote position.
We are seeking an L3 Technical Support Engineer to provide technical-level assistance to our vendors. The role involves managing enterprise-level Managed File Transfer (MFT) solutions, including building new workflows, updating existing ones, and supporting critical, time-sensitive internal and B2B data transfers.
The Key Responsibilities are:
- Using client applications and tools, and adapting to client processes.
- Understanding large-scale architecture and communicating with different responsible parties.
- Researching and identifying solutions to software/hardware issues.
- Diagnosing and troubleshooting technical issues.
- Connecting to POS stores, clearing cache data, pulling out logs, and uploading logs to SharePoint.
- Filling XML templates to send cache requests.
- Tracking computer system issues through to resolution within agreed time limits.
- Properly escalating unresolved issues to appropriate internal teams (e.g., software teams).
- Referring to internal database or external resources to provide accurate tech solutions.
- Ensuring all issues are properly logged.
- Prioritizing and managing several open issues at one time.
- Following up with clients to ensure their IT systems are fully functional after troubleshooting.
- Preparing accurate and timely reports.
- Documenting technical knowledge in the form of notes and manuals.
- Maintaining jovial relationships with clients.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a relevant field.
- Minimum of 3+ years of experience in technical support or a similar role.
- Understanding of Linux and AIX commands (searching, copying files, moving files, appending files, permissions on files, etc.).
- Understanding of Environment Variables.
- Scripting in Shell is required.
- Scripting in Perl is desired.
- Understanding of rsync and SSH keys.
- Intermediate JavaScript for batch workflows (just file operations).
- Excellent verbal and written English communication skills.
- Ability to work from 11 PM - 7 AM Beirut/Egypt time.
This opportunity is remote for Egyptian applicants and Hybrid for Lebanese applicants.
Disclaimer:
We use Zoho Recruit and other AI tools to help review and organize job applications (for example, reading CVs, reorganizing, and extracting CV information). These tools are only used to assist our team.
No hiring decision is made solely by automated means; all applications are subject to human review and assessment.
Lebanon
CA, MX + 1 more
