L2 Support Engineer - React native

A well-established multinational company that has developed a global food and beverage chain of products and services, is looking for a Support Engineer. The selected candidate will be responsible for managing escalated technical issues that Level 1 support was unable to fix by conducting thorough investigations, applying advanced technical knowledge to troubleshooting, and so on. The NASDAQ-listed company’s range of products has successfully managed to establish itself as a household name and a beloved brand while catering to the needs of a diverse customer base. This position requires a significant overlap with the CST time zone. 

Job Responsibilities:

• Use a thorough grasp of React Native to identify and fix problems unique to mobile applications built using React Native
• Determine the underlying causes of defects, crashes, performance problems, and other technical hiccups by analyzing the React Native code and logs
• Engage in professional and transparent communication with clients, users, and stakeholders, clearly articulating technical concepts to non-technical people
• Update clients frequently on the status of problem resolution, maintaining transparency and controlling expectations
• Utilize an issue-tracking or ticketing system to manage and prioritize incidents. Ensure that occurrences are properly documented, classified, and assigned
• Make that events are handled in accordance with established Service Level Agreements (SLAs)
• Stop problems from reoccurring by pinpointing their root causes by looking at logs, system activity, and user-reported data
• Utilize cutting-edge diagnostic methods and equipment to locate and fix difficult technical issues
• Handle complex issues that may call for coding changes, system modifications, or database interventions, by closely collaborating with other technical teams such as development, quality assurance, and infrastructure
• Take proactive steps to avoid service interruptions by keeping an eye on systems, apps, and services to spot potential problems
• To keep systems current and secure, apply patches, updates, and fixes
• Based on patterns seen in recurrent issues, provide feedback to development teams with suggestions for improvements, bug solutions, or enhancements
• Using the knowledge obtained from resolving issues, make suggestions for enhancements to workflows, tools, and support processes
• Help Level 1 support engineers improve their technical knowledge and problem-solving skills by guiding and mentoring them
• Keep abreast of new technology, and share your knowledge with coworkers to promote team learning

Job Requirements:

• Bachelor’s/Master’s degree in Engineering, Computer Science (or equivalent experience)
• At least 5+ years of relevant experience as a Support Engineer
• Prolific experience working with React Native 
• Extensive experience with mobile web development
• Prior software development experience
• Great collaboration and team-building skills
• Excellent spoken and written English communication skills