Tier 2 Support Engineer

About Atera

Atera is inventing a new way of managing IT end-to-end for IT professionals and IT teams around the world.

By creating an AI-powered IT platform, Atera's all-in-one Remote Monitoring and Management (RMM) Helpdesk, Ticketing, and Reporting solution helps more than 23,000 IT pros achieve 10X operational efficiency, cut down time-to-resolution, and deliver better outcomes faster. Located in the heart of Tel-Aviv, our team of passionate, like-minded individuals is driven by a shared mission to unleash everyone's potential and constantly innovate. We create an open, transparent, and supportive environment that gives our teams the autonomy, resources, and freedom to thrive.

We are looking for Tier 2 Support Engineer to join the team!

The role's success hinges on collaborative support from all stakeholders, leveraging existing documentation, and active involvement in new design and specification initiatives. Ensuring all tasks are executed with a strong focus on application security is paramount. Addressing unprotected application and web service vulnerabilities is crucial, as they are commonly exploited avenues for hackers to access critical data and disrupt business operations.

Proactively enhancing the efficiency of both production and development environments is a key responsibility. Additionally, serving as the primary point of contact during emergencies, especially within Major Incident Management workflows, and acting as a liaison between Developers and Support teams are integral aspects of the role.

Identifying opportunities for automating manual tasks and enhancing processes further strengthens our operations.

Responsibilities:

- Provide multi-channel customer support to ensure timely issue resolution and customer satisfaction.
- Conduct training sessions for new team members and actively participate in the onboarding process.
- Offer insights on application and infrastructure scalability to development and DevOps teams.
- Collaborate with internal teams and external vendors to troubleshoot and resolve complex issues.
- Monitor application performance using specialized tools and contribute to the development of new monitoring solutions.
- Work with R&D and DevOps to conduct Root Cause Analyses (RCAs) and develop Standard Operating Procedures (SOPs).
- Document findings and collaborate with the Knowledge Manager to create and update Knowledge Base articles.
- Develop scripts to automate repetitive tasks and streamline information gathering processes.
- Gain involvement in code and development activities to enhance infrastructure understanding and provide recommendations as needed.
- Assist in regression testing for critical issues and participate in the testing of new integrations and features.
- Report identified bugs after successful replication and investigate malicious attempts, taking appropriate actions based on findings.

REQUIREMENTS

Qualifications

- Minimum of 2 years of experience in a Tier 2 Support position.
- Proficiency in remote troubleshooting across multiple operating systems, including Windows, macOS, and Linux.
- Familiarity with mobile operating systems such as iOS and Android.
- Strong understanding of browser functionality, including cookies and sessions.
- Basic knowledge of cloud provider administration, with exposure to AWS/Azure platforms.
- Understanding of the TCP/IP stack and familiarity with essential network services such as DNS, DHCP, SMTP, SFTP, SSH, and Telnet.
- Basic proficiency in command-line interfaces, including CMD/PowerShell and sh.
- Familiarity with Access Control Lists (ACLs) and Active Directory services.
- Experience in providing user support within a global environment, accommodating varying time zones.
- Demonstrated creativity, with an innovative approach to problem-solving and a commitment to continuous learning.
- Ability to thrive in high-pressure environments and meet deadlines without compromising quality.
- Comfortable utilizing collaboration tools such as Slack for effective communication with teams.
- Excellent written and verbal communication skills in English for clear and concise interactions with colleagues and clients.