Company Overview

Aurachain is a globally recognized provider of process automation solutions, emerging as a spin-off from an award-winning company with 15 years of experience. Our low-code platform offers businesses a visual development environment to design and implement enterprise-grade process applications. With fast implementation cycles, rapid cloud deployment, and a focus on business-driven application configuration, Aurachain empowers global organizations to streamline their processes, drive operational efficiency, and accelerate digital transformation initiatives.

Headquartered in Switzerland, we have a diverse team of over 100 employees spread across offices in Switzerland, North America, UK, UAE, and Romania.

Our goal is to build achievers.

Our culture is guided by the belief that we can create our own future and work toward that by constantly improving ourselves on a personal and professional level. We cultivate a working environment that inspires new ideas and supports highly motivated individuals to be truly creative.

Our team is designed for those who are curious about ways to succeed together, passionate about technology, enthusiastic about making something that matters and willing to take responsibility to drive results.

Opportunity Description

As part of our Customer Delivery Services team, the Technical Support Engineer is responsible for undertaking and resolving end user support requests, which may range from straightforward to more complicated technical issues.

Required Skills

• University degree – Bachelor degree in computer science or relevant IT programing experience (preferred)
• 3+ years of experience in a client facing role providing help desk support or implementation activities (i.e. customer support, customer onboarding)2+ years of experience in working with JavaScript, HTML, CSS
• 2+ years of experience in working in JAVA web applications
• Understanding of Incident, Problem, and Change Management and/or ITIL Framework
• Experience using defect tracking systems (e.g. Jira, Zendesk)
• Proven experience in JavaScript, HTML, CSS
• Experience in Databases such as PostgreSQL, MongoBD, IBM DB2, MySQL or equivalents
• Basic knowledge in Web Services (SOAP, JSON-RPC, REST, Swagger) & XML/JSON
• Experience working with Linux environments: Debian based, Redhat based
• Basic knowledge in Kubernetes and Docker is a plus
• Basic knowledge in Logging & Monitoring Tools: Grafana, Prometheus, Kibana, Elasticsearch is a plus
• Experience working with Cloud Platforms: Google/AWS/Azure/Openstack is a plus
• Basic knowledge in Java EE Development is a plus
• Experience working with microservices and service oriented architectures is a plus
• Proficiency in English and excellent knowledge of the Romanian language (speaking & writing)

Competencies required:

• Excellent organizational skills with the ability to listen, follow up, attention to detail, and accomplish desired results verbally and/or in written form to appropriately document issues
• Strong analytical and problem-solving abilities
• Strong troubleshooting skills and experience
• Proven success supporting technology and delivering high quality customer service
• Ability to work well with minimum supervision and proactively follow up on outstanding issues/tickets
• Ability to handle multiple projects with shifting priorities and frequent interruptions
• Strong interpersonal, written, and verbal communication skills, with the ability to effectively communicate with individuals at all levels within the organization
• Ability to work well under pressure in a fast-paced and deadline-oriented environment
• Proven ability to quickly learn new technologies
• Ability to present complex information to a variety of audiences

Job Responsibilities

• Provide first level support for service requests and incident resolution on Aurachain Platform & Custom Apps
• Responsible for logging and tracking incidents and service requests by utilizing, monitoring and managing JIRA Customer Portal ticketing system
• Validate User Requests proper categorization & prioritization
• Document detailed and proper descriptions of problems and resolutions in ticketing system
• Accurately troubleshoot and decipher problems by asking probing questions and utilizing available resources
• Analyze, diagnose, and provide workarounds, when possible, until the fix can be supplied to the customer
• Escalate unresolved issues to L2 – the product team, with all available information
• Maintain ownership of escalated incidents and requests through resolution, owning the relationship with the customer
• Follow up on all outstanding calls and open ticket items to ensure timely resolution and customer satisfaction
• Follow up with users to ensure problems were resolved successfully
• Manage Aurachain Platform releases/patches cycle
• Oversee the rollout of Aurachain Platform new release on customer environments & ensure proper sanity check (DEV, TEST & PROD)
• Oversee Aurachain Platform Management (OS level upwards):
• Aurachain Platform administration (setup users, email, notifications, etc),
• Layered operational monitoring (servers & services monitoring)
• Scheduled Preventive and Proactive Maintenances (for cleanup, extensions, etc)
• Maintain a predefined call closure rate on incidents entered into ticketing system
• Document related issues to maintain a platform support Knowledge Base
• Create and maintain how-to articles about the Aurachain platform, including features, tips & tricks, configurations, troubleshooting, FAQs
• Provide assistance and guidance to customers and partners on how to make use of the platform
• Initiate and deliver ad hoc individual client/partner training workshops, if necessary
• Facilitate forwarding new platform feature requests and provide platform feedback to the Product Development Team
• Collaborate with Aurachain product team to understand new features and enhancements related to upcoming releases
• Monitor customer’s adoption of Aurachain platform and proactively encourage areas for improvement
• Cultivate and maintain strong relationships with key customer’s stakeholders to ensure customer success
• Maintain regular communication with both the customer and internal teams, and effectively manage client’s expectations

Travel:

• 10 % of work time