Middle Support Engineer

N-iX is looking for a talented Middle Support Engineer to join our team!

Our client is one of Europe's fastest-growing mobile companies with 6 million active customers, 1,000 employees worldwide, and operations in five countries. The client is using the mobile virtual network operator business model.

Responsibilities

• User requests management: fix the data to resolve a problem for specific customers

• Incident management: handling customer complaints, P1,P2,P3. Root Cause analysis

• Problem management (highlight issues which appear often)

• Jira bug/task creation

• System improvements advising

• Hands on Alerting/Monitoring; review and improve existing alerting

• Creating and updating documentation (business flow and how things are working under the hood)

• Cross team (tech/business) communication

• Post-incident analysis (Report preparation, script creation for affected data issue resolving)

• Data quality check (fixing data inconsistency/discrepancy)

Requirements

• 2+ years of experience working with incidents/customer support

• Strong experience in writing complex SQL queries

• Skills in reading logs, making root cause analysis (AppInsights, Kusto Query Language)

• Good level of written and spoken English

Goals:

• Resolving tickets raised by customers quickly, within maximum 2 business days

• Reducing alerts amount

• Improving service quality by increasing monitoring time

• Speed up issue investigation

• Share information in the team

• Improve daily support activities

Would be a plus:

• MS CRM / MS CRM Web service

• GIT / Azure DevOps

• ITIL

• IIS

• Azure: LogicApps/Functions, Service Fabric, API Apps, AKS, Redis

• Basic scripting or programming skills (e.g., PowerShell, Python, C#) to support troubleshooting, automation, and operational activities

• We offer:*

• Flexible working format - remote, office-based or flexible

• A competitive salary and good compensation package

• Personalized career growth

• Professional development tools (mentorship program, tech talks and trainings, centers of excellence, and more)

• Active tech communities with regular knowledge sharing

• Education reimbursement

• Memorable anniversary presents

• Corporate events and team buildings

• Other location-specific benefits

• *not applicable for freelancers