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US | Software Engineer-Developer / Software Engineer
Ref No.: 18-04582
Location: Richardson, Texas
Start Date: 10/29/2018
24/5- L1/L2 support for CodeOn:

Support channels:
Questions come in via dedicated Webex Teams channel or email
When question requires more than a few minutes of back-and-forth: create case through ESP (=service now) support bot and do case follow-up
Follow-up interaction with customers through Webex Teams, email, 1-1 meeting if required
Create bugs or stories in JIRA if development work is required to fix issue. Adequately detail the customer case + details of what is needed.

Customer education:
There's an element of education in many support questions, not just simple case solving
Working with the user to understand the problem they're trying to solve, and educate them how to do it with CodeOn
In some cases, engineer might need to meet with customer and walk them through CodeOn. Sample content and presentation decks already exist that can be used for this.
Often times problems are user errors

Document:
Help with build out a better knowledge base wrt support cases (common questions, etc)

Required Skillset:
Linux, CI/CD (Jenkins, etc), Python, Containers (Docker)

Weekly report:
Created cases and JIRA tickets + status
30 min meeting every week to do review, discuss any problems
Initial contract timeframe: until end of FY19Q2, potentially going into FY19Q3.