System Support Engineer

Sonalake is a software partnering company that helps our clients realise their product roadmaps. Product design and engineering are at the heart of our business. Our engineering teams work with clients right across the stack; UX, UI design, frontend, backend, analytics, infrastructure, operations - and everything else that goes into delivering great products.

We thrive on variety and are highly adaptable. Our teams are exposed to domains as varied as telecom billing, ad tech, securities-based lending, travel tech analytics, and many more.

Innovation is central to our mission; anticipating future client needs, analysing emerging technologies and developing new products and services.

In this role you will be primarily responsible for handling issues raised by customers and proactively spotted with existing monitoring tools. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with them to dive deep into the root cause of an issue. Apart from working on a broad spectrum of technical issues, a Support Engineer will develop and present training, partner with development teams on complex issues, write tools and scripts to help the team, or work with leadership on process improvement and strategic initiatives.

You will

• Assist in monitoring and managing the day-to-day operations of our customers’ systems and services, ensuring that events are handled appropriately (working hours Mon-Fri 9-17:00 CET + 17-21:00 as an on-call support, additional on-call support on weekends and bank holidays 9-21:00 CET, extra paid)
• Liaise with our development teams to resolve reported issues tracking faults on occurrence, follow through to resolution
• Maintain and manage maintenance schedules, including running daily, weekly, monthly and annual maintenance processes
• Manage the tracking and escalation of incidents and complete root cause analysis
• Contribute to continual service improvement
• Work within our support team covering out of hours support for our cloud operations
• Coordinate with other teams to handoff build guidance to complete orders where managed service support is request
• Coordinate with other services teams where cloud and virtualisation-specific issues are escalated
• Advocate for customer needs within Sonalake
• Prepare troubleshooting guides for other team members or customers

You may be a fit for this role if you

• Have 2-3 years’ experience within IT field with L2/L3 support skills and supporting external customers, rather than just employees
• Have worked in a telecom (Nice to have) or an IT operations systems and cloud environment (AWS preferred, but not essential)
• Know how to work with networking technologies and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies and firewalls
• Have a proactive approach to spotting problems, areas for improvement, and performance
• Communicate well, both orally and in written form (EN)
• Can troubleshoot in a variety of OS environments including *nix, macOS and Windows
• Like to troubleshoot database connectivity issues using a variety of diagnostic tools and methods (e.g. client software, drivers/connector)
• Have ISTQB FL certificate or a basic experience of software testing, both functional and regression, is an asset; JSON/XML syntax understanding; experience with (REST) API testing with tools like Postman/Swagger (Nice to have)
• Have a strong customer focus and ownership
• Are able to write effective handoffs from shift-to-shift for ongoing support issues
• Have a willingness to learn and adapt to the entire technology stack

What's in it for you?

• Remote-first approach with many team-building activities. You can work from our offices in Dublin, Poznan or Bratislava, or work on a fully remote or hybrid basis. We believe in a healthy work-life balance;
• Every Sonalaker gets a training budget and paid training days every year to upskill. This covers courses, training, books or conferences;
• We’ve a flat organisational structure with an emphasis on open, honest communication. There are no siloes, no hierarchies and no barriers;
• We focus on innovation: we run projects to evaluate new frameworks, create tools for internal use, contribute to the open source community and research new ways to use existing products in new problem domains;
• Indefinite period employment contract.
  

We take pride in being a people-oriented company. Openness and opportunity are really important to us. We build teams that span from experienced leaders to bright graduates and work to develop all of us within our coaching culture.