Lviv, UA

Senior Customer Support Engineer (L2)

ELEKS’ Software Engineering & Development Office  is looking for Senior Customer Support Engineer (L2) in our Lviv Office.


Senior Customer Support Engineer Layer 2 (L2) is a technician who provides the highest level of technical support for critical customer services. Our client is a big international parcel delivery service. The ideal candidate will be well versed in cloud technologies and possess good level troubleshooting capability to drive service and chronic related issues toward a quick but quality resolution. You will be a part of an incredible team, supporting a wide variety of customer services and having a positive impact on a business.

Main Responsibilities:

  • Dealing with registered and escalated complex tickets
  • Gather all required information from a customer to start issue investigation
  • Investigate and reproduce customer issues
  • Work with other teams to diagnose/resolve platform issues and carry out maintenance
  • Prepare different steps/solution how to fix the issue
  • Promptly resolve customer service issues to the highest satisfaction of all
  • Proactively install, configure and monitor various IT systems
  • Document all resolutions through the support desk system, produce and maintain the documentation and templates on IT processes
  • Conduct knowledge sharing for junior staff
  • Provide assistance for co-workers when they need to resolve issues
  • Provide daily maintenance: backup and restore, new version deployment and rollback, periodic system cleanup, OS and components upgrade, security patching etc
  • Take ownership to resolve customer requests in accordance with SLAs and incident management protocols

Mandatory Requirements:

  • 7+ years of relevant experience
  • Business-critical systems support
  • Multinational distributed teams
  • Experience with ITIL, DevOps, Kanban, Scrum, CI/CD etc
  • Operating system administration (Windows Desktop/Server, Linux)
  • Cloud infrastructure (Google Cloud, Azure, AWS)
  • Database administration (Firebase, MySQL, MSSQL and other)
  • Monitoring (Zabbix, Nagios and other)
  • Scheduled/cron jobs management
  • Backup and Restore tools and methods
  • Understand data exchange formats (JSON, XML etc)
  • Network fault finding and diagnostics, routing, VPN, DNS, DHCP, proxy,firewall
  • Script languages Bash/Perl or other
  • CI tools (Jenkins or similar: Teamcity, CircleCI, Hudson
  • Logging and log analysis tools
  • IT security concepts, tools and best practices
  • Technical university degree (preferred)
  • At least Upper Intermediate level (advanced – desired)

Personal Characteristics:

  • Responsible
  • Attentive to details
  • Result-oriented
  • Initiative and proactive
  • Enjoyable helping others grow and learn
  • Highly motivated, disciplined, with an ability to manage competing priorities
  • Able to work independently and remotely

What will you get with ELEKS:

  • Above average compensation and competitive Social package
  • Opportunity to participate in various internal/external events (educational programs, seminars)
  • Comfortable office with modern infrastructure
  • Flexible working schedule
  • 24-day paid vacation, paid sick leave
  • Challenging tasks
  • Dynamic environment with low level of bureaucracy


ELEKS is a global vendor of software solutions and software engineering services. The company established in 1991 and currently has over 1200 employees. We have development centers in Ukraine and Poland and representative offices in the USA and UK. We work with a number of clients from the IT, Financial Services, Media, Entertainment, Local Government, Healthcare, Legal and other sectors.

Iryna Machkur
Recruiter Contacts
skype iryna.machkur
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