L2 Customer Support It

UNLEASH YOUR POTENTIAL WITH US:

Everyone at Metova is given the tools and resources they need to succeed at their job. We offer a flexible and positive work environment so you have the autonomy to build amazing software for our customers and add to our team of industry leading visionaries. You will build a compelling and easy to use interface, ensure its maintainability and ease of use, and suggest ways to improve the look and feel of the application. We are lean, which means we reflect on what we learn and use that new knowledge to quickly make better products. Your job is to keep learning, contribute your knowledge back to the rest of the team, and apply what you learn to make Metova and our clients even greater.

YOUR OPPORTUNITY:

Metova's engineering team is looking for the L2 Customer Support IT position in collaboration with a Metova Partner in the healthcare industry. We are looking for individuals who are highly motivated, collaborative, and technical, with the passion to help shape the delivery of software products for customers.

This is a remote full time position. The time zone preference is PST.

WHAT YOU WILL DO:

You will provide product and backend technical support. You'll use your proven technical expertise to analyze, troubleshoot and resolve issues.

RESPONSIBILITIES:

• Review/Read logs and diagnostic information and provide summaries

• Troubleshoot the Production Environment in order to find solutions to externally and internally reported cases pertaining to our software product and our infrastructure. (databases, application, memory usage, processing, etc.)

• Collaborate with teammates and other teams when needed to find solutions to externally and internally reported cases

• Escalate cases promptly to internal teams as required

• Follow all Engineering Support guidelines and processes for case handling

• Respond to, resolve, and document all incoming cases via ticketing system

• Utilize email, chat, and other support channels to cooperate with the broader team

• Develop a deep technical understanding of the company's products and services

• Write and run moderately complex queries with a decent understanding of optimization

• Document software defects, research and resolve defects or escalate to the appropriate Engineering Squad, as required

• Document all solutions or update existing solutions with new information in the Team Confluence room

• Assist with other reasonable duties as may be required being adaptable to ever-changing business needs

In general, you will work regular business hours, Monday through Friday.

However, Engineering provides 24x7 support for major incidents, so you will be expected, from time to time, to provide coverage outside core business hours. You also will participate in an on-call rotation that will include holidays, after-hours and weekends.

YOUR QUALIFICATIONS:

• 4+ years of technical support experience in an enterprise software company; supporting external customers; web applications or analytics software is strongly preferred

• 5+ years of SQL experience and proficiency

• Understanding of how web systems work (physical, logical, hardware, software) and how to support them

• Understanding of how the different components in a web system fit together and affect each other

• Experience with Microsoft Active Directory, Azure, Azure DevOps, Azure Portal, JIRA, Confluence

• Well developed ability to timely research and troubleshoot technical issues

• Extremely proactive and takes ownership for producing positive results

• Infrastructure troubleshooting experience

• Very good communication skills

• Self-reliance and the ability to work independently with minimal supervision

• A team-player approach

• Fluency in English

We consider it a plus if you have:

• A bachelor's degree in Mathematics, Computer Science, Engineering or equivalent related field

• Knowledge of and/or background in HTML, APIs, .NET Applications, XML, and basic networking and database concepts (such as SQL Server and/or Azure)

• Coding skills in any language, ideally C#

• Second or third-line (tier 2 or 3) support experience

• Basic understanding of UNIX commands for searching logs and configuration files on the server

ABOUT US:

Founded in 2006, Metova has a long history of providing cutting edge technology solutions to clients across a variety of industries. Today, Metova specializes in software and application development for web based solutions, iOS, and Android. Working at Metova allows you to not only provide your strategic and technical expertise to others, but also continued personal development through internal career development curriculum, cross-training programs with fellow employees, and challenging projects solving real-world issues. We are a growing company looking for thought leaders who want to revolutionize industries to join our team.

We offer a work environment that also works for you through remote teams, flexible schedules, open PTO policy, and a flat organization that embraces the diverse backgrounds and skill sets across our teams to continue to drive Metova forward on our path to success. We offer a competitive salary, dental, vision, and health plans, and a matching 401(k) program.

Metova is interested in every qualified candidate who is eligible to work and reside in the United States. However, we will not consider applicants who are not U.S. citizens, U.S. nationals, lawful permanent residents, asylees, or refugees.

Metova is an Affirmative Action and Equal Opportunity Employer.

• Notice to Third Party Recruitment Agencies:

Please note that Metova does not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.

In the event a recruiter or agency submits a resume or candidate without an agreement, Metova shall explicitly reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of Metova.