Technical Product Support Specialist (2nd Level) (m/f/d)

Recruiter
Zalando
Location
Ansbach
Posted
07 Jan 2022
Closes
18 Mar 2022
Ref
3790266
Level
Manager
THE OPPORTUNITY
At Tradebyte, you will work in partnership with the biggest players in the e-commerce industry - from trendy fashion brands to large online stores. We offer you an open work structure and an incomparable team spirit. We believe that a job and passion are compatible and offer you the appropriate environment. As we continue to grow, we are looking for new colleagues who share our passion for our work. Love what you do - do what you love. Become part of Tradebyte, an independent company within the Zalando Group!

The overall objective of the technical support team is to maintain and improve customer satisfaction. You will play a key role in our DTC Business unit by ensuring the incidents are addressed promptly and managed within SLA´s, drive continuous improvement and problem management along with Infrastructure and development teams

WHAT WE'RE LOOKING FOR
  • A bachelor's or graduate's degree in programming, computer engineering, computer science, or a related field.
  • Extensive experience working in the technical support, application support and critical operation of web applications
  • Broad working knowledge of MySQL , XML/XSD, CSV, API´s, file systems like FTP and Exposure to (PHP, Python, JSON, Javascript) would be an advantage
  • You've dealt with Ticketing/monitoring/logging tools like JIRA, Salesforce Console, Kibana & Grafana
  • Expertise in in debugging, testing , troubleshooting, root cause analysis and reproducing the issues in different environments
  • Experience in Incident Management, Problem Management and Continuous improvement strategy will be a great advantage.
  • The enhancement of application functionality and customer satisfaction are always at the forefront of your mind.
  • Your working style is well-structured, solution-oriented, and easily understandable.
  • You don't give up easily and, even in stressful situations, you remain calm.
  • Fluent in English and German language would be an additional advantage



YOUR RESPONSIBILITIES
  • You and your team are responsible for maintaining our SaaS applications.
  • You are our clients' immediate point of contact in the event of a technical problem, and you are responsible for promoting future innovations and offering solutions.
  • Monitor and work on tickets in a proactive manner to address issues in accordance with customer-agreed SLAs and protocols.
  • Reduce the number of recurring incidents by doing a root cause analysis.
  • Record and share information on current working methods and lessons learned from other parts of the business that will benefit the role and team.
  • Maintain a strong working relationship with the development and business teams.
  • Curiosity and optimization alternatives are recognized, shared solutions are developed, and changes are implemented as a consequence of your commitment.



WHAT YOU CAN EXPECT FROM US
  • You'll play a decisive role in shaping a agile, fast-growing, international company and be supported by an open-minded working environment
  • Competitive salary package, employee share shop, 40% Zalando shopping discount (30% Zalando Lounge)
  • You'll be given various learning and development opportunities to enhance your professional development
  • Flexible working hours, home office options
  • 27 vacation days per year that increase up to 30 days, volunteering time off and several sabbatical options after 2 years
  • We'll help you commute to the office with zero emissions: through a rented company bike or by charging you electric car at our e-charging station
  • Access to additional German or English classes to improve your language skills
  • Visa support for our foreign employees
  • A variety of health offers to support your well-being, as well as free beverages and fruits

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