2nd Line Support Engineer

ARM

(Austin, Texas)
Full Time Entry-Level
Job Posting Details
About ARM
ARM® technology is at the heart of a computing and connectivity revolution that is transforming the way people live and businesses operate. Every day more than 45 million ARM-based chips are shipped by our partners into products that enhance the human experience; connecting people, improving lives and making the impossible possible. From the sensor to the cloud and all points in between, ARM is shaping the smart connected world.
Summary
We are looking for an experienced software support engineer, with great technical and personal support capabilities, to provide 2nd line technical support to our customers for both On-Premise and Cloud solutions.
Responsibilities
* Customer's technical support as part of the 2nd line support team * Serve as technical advisor and escalation point for 1st line support team * Diagnose and resolve customer submitted tickets that require in-depth knowledge of the functionality of the product * Ensure that incidents are resolved in a timely manner to meet defined service level targets * Reproduce customer issues in test environments when needed * Work with development team to develop, design and propose solutions to meet technological needs of users * Learn and remain current in relevant product knowledge, support policies and support delivery * Document new solutions and workarounds to be published in internal knowledge base * Develop monitoring tool's alerts to improve service availability
Ideal Candidate
**Essential skills & requirements** * Experienced in B2B corporate software support * Strong English written and verbal communication skills * Be passionate about customers and service, with a strong will to make a difference * Great problem solving abilities and excellent communication, customer handling and inter-personal skills * Good knowledge of Unix/Linux and/or Windows operating systems * Programming skills with knowledge of at least one scripting language (Shell, Python, Perl...) * Must be able to deal direct with clients in a friendly and highly confident manner demonstrating excellent internal and external customer communication skills. * Understanding at least some of the protocols and technologies such as IPV6, IPV4, HTTP, SSL, LDAP, JDBC, Servlet/JSP, HTML, XML * Good knowledge of SQL scripting in at least one RDBMS (Oracle, Postgres, MySQL…) * The ability to work in a dynamic environment, prioritising and multi-tasking effectively **Desired skills & requirements:** * Experience with cloud environments * Familiarity with embedded systems * Familiarity with Docker - advantage * Basic concept of application clustering and load balancing * Familiarity with JVM, Java Application Server and web containers administration (JBoss, Apache http, Tomcat)- very big advantage * Cloud monitoring systems (Nagios, SisDyg, Graphite, ICINGA) **What are the desired behaviors for this role?** At ARM, we are proud to have a set of behaviors that reflect our unique culture and guide our decisions, defining how we work together to defy ordinary and shape extraordinary. These behaviors are assessed as part of the recruitment process: * Partner and customer focus – Your tendency to put your partners and customers first in all that you do by understanding their needs and striving to achieve win-win solutions. * Collaboration and communication – Your ability to forge lasting relationships which are built upon mutual trust, open communication and sharing of information and success. * Creativity and innovation – Possessing a passion for driving continuous improvement through spotting opportunities and seeking the views of others. * Team and personal development – You take time to drive your own development, whilst also encouraging team members and partners to do the same. * Impact and influence – You listen to different perspectives, evaluate, persuade and carefully shape your work to deliver truly impactful results. * Deliver on your promises – You demonstrate a can-do attitude and you drive to overcome obstacles, acting with a sense of urgency because you’re passionate about what you do.
Compensation and Working Conditions
Benefits Benefits included

Additional Notes on Compensation

Annual Bonus Plan. Discretionary Cash Awards. 401(k), 100% matching on first 6% eligible earnings. Medical, Dental & Vision, 100% coverage for employee only, shared cost for dependents. Basic Life and Accidental Death and Dismemberment Insurance.

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