Tier 3 Engineer

Job Description

Via is seeking a Tier 3 Engineer to act as a crucial link between internal teams, ensuring seamless communication and coordination in resolving technical issues impacting partners. The engineer will leverage their skills and product knowledge to address technology-related challenges, support internal teams in enhancing partner satisfaction, and contribute to the continuous improvement of Via's products and services.

What this role involves:

• Diagnosing and resolving complex issues to minimize disruption to partner operations.
• Collaborating with R&D, Partner Success, and Operations teams to resolve partner escalations.
• Investigating support trends and issues using various tools and approaches.
• Engaging with both technical and non-technical teams using strong communication skills.
• Developing and maintaining documentation of support processes and solutions.
• Monitoring and analyzing support trends to identify process improvements.

Requirements:

• Bachelor’s degree in Computer Science, Data Science, Information Technology, Software Engineering, or a related field.
• Minimum of 2 years of experience in a technical product management, technical support, solutions engineering, software engineering or related role.
• Familiarity with programming and scripting (Python & Bash).
• Strong analytical and critical thinking skills.
• Hands-on experience with Linux and advanced troubleshooting techniques.
• Experience working in Cloud & SaaS environments utilizing AWS, Jenkins, Coralogix, SQL.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

What Via offers:

• A generous and comprehensive benefits package, including free medical plans and 401K matching.