компания "adenza" role description: the tier 2 support role provides subject matter expertise to the client-facing tier 1 support teams around the globe. it handles complex client requests that require advanced knowledge of the application functionality, architecture and infrastructure. senior tier 2 will work with adenza personnel and clients in gathering relevant information and assist adenza development teams in producing solutions. the position requires flexibility of work hours. it will report to the regional support manager. this position mandates a relocation to georgia! duties and responsibilities: reproduce suspected bugs, document detailed issue scenarios. provide workarounds. provide development teams with comprehensive information to facilitate permanent solutions. be able to explain the product behavior to tier1 and/or client directly collaborate with the software development organization on generating solutions to raised problems, facilitate clarifications on requested software changes and improvements. present client cases to the change management board and use the knowledge of the specific issue circumstances to escalate and prioritize. exercise strict adherence to sla, know and follow escalation processes, display ownership of the issue when other adenza groups are involved, facilitate a timely solution delivery to the client. assist tier1 technical support personnel with problem resolution and information queries. provide on-demand product information when a documentation is not available. explain best ways to implement client-specific scenarios assist in maintaining the knowledge base of common problems, questions and recommendations, and contribute to the growth of the knowledge within the support team address escalations of critical client outages from the tier 1 team on weekends in a swarm manner required: minimum 8 years of experience in technical support, system administration, qa or software development expertise of one or more major databases (oracle, ms sql, sybase, mysql, etc), ability to analyze and optimize sql queries familiarity with unix and windows operating systems (advanced user level) basic aws understanding fast-learner, capable to mutli-task while working with minimal supervision and within short time constraints excellent analytical and problem-solving skills, attention to details, adherence to best practices as defined by the organization. proficiency in english c1-c2 cefr flexibility to be on call off-hours per special arrangements with management desirable: familiarity with one or more scripting languages (e.g. shell, vbs, bat files, vba, perl, etc.) basic knowledge of delphi/c++/java or any other oop programming language(s) (ability to read code sources, understand logic, analyze and get useful information from sources, write simple modules) knowledge of xml advanced tomcat setup and tuning, websocket, saml.
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