L2 Support Engineer

HCL Software is growing in Manila! Apply now and be part of our team!

**We offer HMO on Day 1 for Employee and up to 3 free Dependents!

Qualifications:

• Bachelors degree in a technical field such as Computer Science, Computer Engineering or Electrical Engineering
• Ability to effectively manage customer communication in a challenging environment under pressure
• Experience demonstrating strong technical troubleshooting skills on complex problems to support internal or external customers
• Motivation to continually learn, improve, and share knowledge with others
• Working knowledge of Databases (IBM DB2, Oracle, MS SQL), Application Servers (WebSphere), LDAP (IBM Security Directory Server, Active Directory), Web Servers (IBM HTTP Server), Networking
• Proficiency in Java
• Experience working on multiple operating systems including Windows and Linux
• Participate as part of an on-call rotation during the weekend to cover any 24x7 activity for critical customer situations
• Work Hours: Night Shift (North America timezone)
• Work location: Estancia Mall, Pasig City (WFH for now due to pandemic)

Preferred Skills:

• Basic knowledge of XML, JSON, and REST APIs
• Basic knowledge of HTML, CSS, and 1 or more JavaScript frameworks
• Basic knowledge of scripting languages
• Experience working with Docker, Kubernetes, and ElasticSearch

Responsibilities:

• Communicate with customers via a variety of channels including our HCL Software Customer Support portal, telephone, and community forum
• Provide remote technical support assistance to our customers using problem determination and problem source identification (PD/PSI) skills
• Establish clear problem descriptions and business impact details for customers reporting issues via support cases
• Research reported customer problems by reviewing historical case archives, available product documentation, and internal defect or code repositories
• Communicate with customers via a variety of channels including our HCL Software Customer Support portal, telephone, and community forum
• Provide remote technical support assistance to our customers using problem determination and problem source identification (PD/PSI) skills
• Establish clear problem descriptions and business impact details for customers reporting issues via support cases
• Research reported customer problems by reviewing historical case archives, available product documentation, and internal defect or code repositories
• Provide specific action plans and follow up expectations for customers during the lifetime of a support case while pursuing problem resolution
• Work on a worldwide team of engineers to encourage growth in overall technical and customer support skills
• Collaborate with other HCL product teams or 3rd party providers to diagnose root cause of problems
• Troubleshoot integration issues with HCL Connections and its supported software
• Troubleshoot Component Pack features that rely on technologies including Kubernetes and Elasticsearch
• Analyze diagnostic data including both server and client logs
• Recreate customer-reported problems, investigate workarounds, and test fixes for defects in a lab environment when appropriate
• Serve as the focal for customers who prefer Portuguese or Spanish language interaction during support case communications
• Work with other HCL teams including Development, Technical Advisors, Lab Services, and Account Managers as needed to help our customers achieve their goals with our software
• Author, update, review, and publish technical documentation and videos for internal and external consumption to improve overall product documentation and self-help experiences
• Achieve support goals for customer satisfaction, NPS, and time to resolution
• Drive product improvement based on support case experiences by suggesting serviceability improvements, product test cases, or by helping customer to submit enhancement requests
• Participate in pre-GA activities including product documentation review and test rallies
• Pursue improvements to Support processes or tooling to achieve better customer and engineer experiences
• Training and/or mentoring other engineers based on subject matter expertise and skill gaps
• Participate as part of an on-call rotation during the weekend to cover any 24x7 activity for critical customer situations