Senior Support Engineer

Minsk, Belarus

Striving for excellence is in our DNA. Since 1993, we have been helping the world’s leading companies imagine, design, engineer, and deliver software and digital experiences that change the world. We are more than just specialists, we are experts.

DESCRIPTION


Currently we are looking for a Senior Support Engineer for our Minsk office to make the team even stronger.

As a Senior Support Engineer, you will play a key role for the NetMRI Engineering Team by providing expert code-level knowledge, troubleshooting and debugging support to our frontline Customer Support engineers and implementing permanent software fixes and patches as required. This engineer will solve challenging system and network interoperability problems in real customer deployments, and drive the results of his or her first-hand product experience directly back into our product design process. The individual being sought is an experienced software developer who has worked with UI and server side technologies and is a highly motivated self-starter, with a strong background in software development and systematic troubleshooting, combined with a solid understanding of network products, architectures, and protocols. The Senior Support Engineer will work on a state of the art LAMP-based software platform that includes web technologies such as Ruby on Rails, AJAX and ExtJS toolkit.

Responsibilities

  • Respond to requests for assistance from the Customer Support team and own the Engineering team’s response;
  • Debug the root cause of assigned software defects and implement permanent, reliable and timely fixes in a production code;
  • Improve the company’s abilities to support the product by developing new support tools and enhancements to support processes and the product itself;
  • Work closely with other engineering teams to provide a feedback on customer experience and suggest product improvements;
  • Provide input to QA to create and enhance system and performance test plans based on the types of issues raised in the field.

Requirements

  • 5+ years of distinguished career in a software development role with demonstrated experience in design and development of network products, especially web-based network management applications or OSSs;
  • Strong domain knowledge of enterprise networking (TCP/IP, SNMP, routing and switching);
  • Excellent object-oriented design and programming skills in one or more programming languages such as Perl, C++, Ruby, Python or Java;
  • System Administrator level experience with Unix (Linux is strongly preferred);
  • Development experience in JavaScript or similar UI side languages and Ruby on Rails or similar frameworks for web application development;
  • Driven to produce the best results for our customers;
  • Structured and analytical troubleshooting skills applicable to many domains;
  • Strong time management and organizational skills;
  • Ability to triage and multi-task;
  • Excellent verbal and written communication skills;
  • Ability to thrive in a fast-paced environment and meet stretch goals.

We offer

  • Experience exchange with colleagues all around the world;
  • Competitive compensation depending on experience and skills;
  • Regular assessments and salary reviews;
  • Social package – medical care, sports, family care;
  • Free English classes;
  • Opportunities for self-realization;
  • Friendly team and enjoyable working environment;
  • Flexible working schedule;
  • Corporate and social events.

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