Level 2 Support Engineer


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Level 2 Support Engineer

Category Computer/Software

Location Romania, Remote

Tremend is looking for a Level 2 Support Engineer to join our team of bright thinkers and doers. You’ll use your problem solving creativity to figure out our clients’ most complex and challenging problems across different industries. We are on a mission to transform the world, and you will be instrumental in shaping how we do it with your ideas, thoughts, and solutions. 

As a Technical Support Engineer, you will be responsible for providing technical assistance and support for a range of applications critical to the company's operations. You will collaborate with cross-functional teams, end-users, and external vendors to diagnose and resolve issues, ensure application availability, and optimize performance.
This role requires strong expertise in supporting the following applications: 
1. IBM Sterling Order Management: 
• Experience in supporting and troubleshooting IBM Sterling Order Management or similar order management systems. 
• Knowledge of order processing, inventory management, and fulfillment processes. 
2. IBM MQ: 
• Proficiency in supporting IBM MQ or similar enterprise messaging systems. 
• Understanding of message queuing concepts, administration, and troubleshooting. 

3. MulesoR (modules deployed with runtime version 4.2.2): 
• In-depth knowledge of MulesoR, including experience with modules deployed on MulesoR runtime version 4.2.2 or similar versions. 
• Ability to diagnose and resolve integration-related issues, configure APIs and troubleshoot runtime errors. 

4. IBM Cognos Analytics: 
• Familiarity with IBM Cognos Analytics or similar business intelligence and reporting platforms. 
• Experience in supporting report generation, dashboard creation, and data analysis. 

5. Salesforce Reference Architecture (SFRA): 
• Understanding of Salesforce Reference Architecture (SFRA) or similar frameworks for building scalable e-commerce solutions. 
• Ability to troubleshoot issues related to SFRA, including customization, data integration, and performance optimization. 

6. Salesforce Marketing Cloud (SFMC) - Enterprise Edition: 
• Proficiency in supporting Salesforce Marketing Cloud (SFMC) Enterprise Edition or similar marketing automation platforms. 
• Knowledge of email marketing, customer journey mapping, segmentation, and campaign execution.
7. Salesforce Service Cloud (SFSC):
• Experience in supporting Salesforce Service Cloud (SFSC) or similar customer service and support platforms. 
• Understanding of case management, knowledge base administration, and omnichannel support. 

8. Adyen Merchant Portal and Pay Later Merchant Portal: 
• Familiarity with Adyen Merchant Portal and Pay Later Merchant Portal or similar payment processing and management portals. 
• Ability to troubleshoot payment-related issues, configure merchant settings, and provide technical assistance to users.

Your Impact:
  • Respond to and resolve technical issues reported by end-users, ensuring timely resolution within defined service level agreements (SLAs). 
  • Collaborate with cross-functional teams, including developers, system administrators, and business stakeholders, to diagnose and resolve complex technical issues. 
  • Conduct thorough troubleshooting and root cause analysis, utilizing appropriate tools and resources. 
  • Provide proactive application monitoring, identifying potential issues, and implementing preventive measures. 
  • Perform application deployments, upgrades, and patches, following established change management processes. 
  • Create and maintain technical documentation, including knowledge base articles, troubleshooting guides, and standard operating procedures (SOPs). 
  • Communicate effectively with end-users, providing clear and concise instructions, guidance, and updates on issue resolution. 
  • Liaise with external vendors and support teams for escalations and issue resolution. 
  • Stay updated with the latest releases, updates, and best practices related to the supported applications. 

Your Skills & Experience:
  • Bachelor's degree in Computer Science, Information Technology, or a related field. 
  • Proven experience as a Technical Support Engineer or similar role supporting enterprise-level applications. 
  • Strong expertise in the following applications: 
    • IBM Sterling Order Management  
    • IBM MQ  
    • MulesoR (modules deployed with runtime version 4.2.2) 
    • IBM Cognos Analytics  
    • Salesforce Reference Architecture (SFRA)  
    • Salesforce Marketing Cloud (SFMC) - Enterprise Edition 
    • Salesforce Service Cloud (SFSC) 
    • Adyen Merchant Portal and Pay Later Merchant Portal 
  • Excellent problem-solving and analytical skills. 
  • Strong understanding of ITIL principles and IT service management processes. 
  • Excellent communication and interpersonal skills. 
  • Ability to work in a fast-paced and dynamic environment, managing multiple priorities and deadlines. 
  • Proactive attitude towards continuous learning and staying updated with emerging technologies. 

Benefits of Working Here:
Besides an exciting job in a tremendous team, here's what you can expect:
  • A fast-paced tech environment
  • Continuous growth & learning
  • Open feedback culture
  • Room for own initiative & ideas
  • Transparency about results & strategy
  • Recognition & reward for hard work
  • Working with a flexible schedule 
  • Medical subscription
  • Meal tickets
  • Extra vacation days - starting with 25 vacation days
  • Many others perks 

Tremend is the newest global software engineering hub for Publicis Sapient. For over 17 years, the company has been infusing its advanced technical expertise into complex and innovative solutions that meet today's digital transformation needs and pave the way for a better and smarter future. By joining forces with Publicis Sapient we're accelerating the impact, providing a good mix of talented engineers, technology, continuous improvement, innovation, and R&D. Here, you'll have the opportunity to unleash your potential, powering up advanced software solutions for some of the world's most iconic brands. Embrace your passion for technology, creativity, and continuous improvement, and join us in making a difference through engineering.

Proud to be recognized as Top Employer in 2023 by UndeLucram.ro