Direct message the job poster from Kasha
Talent Acquisition Extraordinaire | Head of People
Kasha is a global platform designed to empower small business owners, solopreneurs, and freelancers by providing an all-in-one tool to start, run, and grow their businesses. We address the inefficiencies of fragmented tools and multiple subscriptions by offering a seamless solution that integrates company formation, banking, invoicing, client management, website building, and more.
We are seeking a skilled and proactive Technical Support Engineer (2nd Line Support) to join our team. The successful candidate will be responsible for handling escalations from the 1st line support team, troubleshooting technical issues, monitoring live transactions, and ensuring incident resolution in accordance with Service Level Agreements (SLAs). This role requires strong analytical skills, technical expertise, and the ability to collaborate with multiple teams to provide effective support and system stability.
Key Responsibilities:
Incident Management & Technical Support:
* Handle escalations from the 1st line support team, ensuring issues are addressed in line with SLA procedures.
* Provide technical support for transaction processing systems, identifying root causes and implementing resolutions.
* Analyze incident trends and provide recommendations for preventing future issues.
* Troubleshoot and resolve transaction issues in real-time to maintain system stability.
* Monitor live transaction systems, identifying potential issues and ensuring uninterrupted processing.
* Interact with other teams to resolve complex issues, which may include direct communication with end users.
* Escalate incidents to the 3rd line or development teams, providing detailed technical information such as replication steps and system logs.
* Participate in command calls during major system failures, providing real-time updates and insights on ongoing incidents.
Documentation & Process Improvement:
* Report and document incidents, ensuring all relevant information is accurately recorded.
* Create and update knowledge base articles to facilitate knowledge sharing among teams and prevent recurring issues.
* Assist in reviewing and optimizing work-incident flows to enhance efficiency and response times.
Key Skills & Qualifications:
* Proven experience in a Technical Support/2nd Line Support role, preferably in a transaction processing or financial systems environment.
* Strong analytical and problem-solving skills with a focus on root cause analysis.
* Hands-on experience with troubleshooting tools, system monitoring, and log analysis.
* Ability to communicate effectively with both technical and non-technical stakeholders.
* Experience working in a fast-paced, high-availability environment.
* Familiarity with ITIL principles and incident management best practices.
* Ability to work under pressure and provide quick solutions during critical incidents.
Preferred Qualifications:
* Experience with payment processing, banking systems, or other high-volume transactional platforms.
* Knowledge of SQL, scripting, or debugging tools for system diagnostics.
* Familiarity with system monitoring tools and dashboards.
* ITIL Certification or similar qualifications in IT service management.
Work Schedule & Availability:
* Availability to work on a shifts schedule.
* Willingness to participate in urgent system failure response calls.
Why Join Us?
* Opportunity to work with cutting-edge transaction processing systems.
* Collaborative work environment with opportunities for professional growth.
* Competitive salary and benefits package.
* A dynamic and fast-paced workplace where your contributions have a direct impact.
Application Process:
Interested candidates are invited to submit their resume and a cover letter detailing their qualifications and experience.
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
Internet Marketplace Platforms
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