**Our company**:
Encora is a global Software and Digital Engineering company that helps business overcome the Software Engineering Talent shortage and provides next-gen services and such as Predictive Analysis, Artificial Intelligence & Machine Learning, IoT, Cloud, and Test Automation. We count with 16 global offices and 25 innovation labs.
Our Software Engineering experts work with leading-edge technology companies to improve their speed to impact.
**About the role**:
For this role, you will lead a L2 Support team, whose typical support work involves patching, upgrades, setup & configuration, refining SQL, queries, Stored Procedures, SQL DBA tasks & Network admin tasks.
Tech Tools:
- Security
- APIs
- Alerts
- Printer Setup
- SSRS Security
- MSI Installation
- SQL Server
- Windows Servers and Workstations
- Service Errors/Failures
- Company Expert Applications
**Essential duties and job responsibilities**:
- Lead a L2 technical support Team in different levels
- Respond to client issues in accordance to the defined support process.
- Maintain/document detailed case histories, with clear actionable steps taken and planned in SalesForce.
- Submit software defects and enhancements as per department guidelines to ensure software design changes are properly documented.
- Connect with the client's system over a SecureLink session (or alternative) to recreate and document.
- Document and update knowledge base articles that are viewed by our internal staff and clients.
- Serve as a liaison with customers, sales, development, and QA to resolve issues.
- Successfully completes all product training and certification exams.
- Manage and deploy Support's internal Expert product environments.
- All other duties as assigned.
**Requirements**:
- +7 years of experience in Technical Support roles
- +2 years of experience leading technical support teams
- Can have In depth discussions regarding setup and environments.
- Knows how to start, stop, and reset Event Server and SQL jobs.
- Knows how to grant rights to SSRS reports.
- Knows how all the components of SQL Alerts work.
- Knows how to setup and review ping logs.
- Familiar with the installation/update process for company products.
- General understanding of IIS and verifying services are functional.
- High level understanding of load balancers and how they interact with our services.
- Can narrow down long running queries and blocks.
- Understands web.config files and how to safely modify them.
- SQL performance plan review and index optimization.
- Excellent communication skills (C1).
**Nice to have**:
- Knows how to do basic and complex API troubleshooting.
**Why you will love working with us**:
- WFH/WFA and available workplace office space if preferred
- Private medical, dental and life insurance
- Additional vacations per work anniversaries
- Birthday day off
- 3 sick leaves paid per year
- Certification Reimbursement
- Substantial referral bonuses
- Welcome bonus
- Mental Health days off
- Employee Solidarity Association
- A value-based culture where opportunities to learn are endless
