L2 Support Engineer
Level:
Mid
Location:
Remote, Japan
About GIG-A:
はじめまして /hajimemashite/ 'nice to meet you'We are a financial technology company that makes banking easy in Japan. GIG-A helps customers open a local bank account, manage everyday spending and transfer money.
About your role:
Your mission as L2 support engineer in the product engineering team is to research, diagnose, troubleshoot and help resolve customer issues in an accurate and timely manner.
Objectives of your role:
Day-to-day maintenance of the application, including logs, alerts monitoring.
Identify & troubleshoot issues, detect the cause and impact of issues in a timely manner and solve them.
Develop an intimate understanding of the product and range of use cases.
Your delivered solutions result in increased overall customer satisfaction.
Guide customers, L1 support on troubleshooting. Own the problem till resolution.
Be able to identify the difference between feature/design gap and bug/error.
Propose solutions to the issue; improvements to the processes or product.
Daily and monthly responsibilities:
Research, diagnose, troubleshoot issues, resolve incidents and provide support to L1, customers and other team members in a timely manner.
Participate in some aspects of iterative software development including testing, deployment, publishing, and troubleshooting, writing post mortem on the incidents.
Search, learn, and familiarize yourself with current tech trends. Discover and implement new technologies/tools that yield a competitive advantage.
Collaborate across multiple ethnic cultures via Slack, Jira comments, Confluence documents, and frequent video conferences.
Team and Culture:
Born global and born remote
We are nomads with the world as our home. We demonstrate with kind actions that every employee belongs to our 一門 /ichimon/ 'clan'.
We are our customers
It's personal, because we have lived through the pain of the underbanked. We empathise with our customers and adapt to their feedback.
Bring choices to the table
We are proactive in seeking out challenges and opportunities. We are transparent in communication and propose multiple courses of action to deliver a solution.
Become a learning machine
We continuously upskill to achieve freedom of manoeuvre with our team and to triumph over challenges.
Required skills and qualifications:
Experience working as a support engineer.
Experience working with Java, Spring Boot, Flutter & AWS.
Bonus points for experience working with Kotlin, AWS, CI/CD, RDS, Postgres.
You are motivated to diagnose and troubleshoot technical issues.
You have a strong ability to prioritize & track assignments.
Fluent English is a must.
You are a confident communicator. Communicating with teammates, collecting requirements, describing test cases, way of execution, results, demoing work in progress, and providing updates are integral parts of your work.
You have a self-starter mindset: you enjoy working in a fast-paced team where you can take the initiative. You are autonomous and independent, but you also know when to collaborate with the rest of the team.
You are a risk-taker: you’re not afraid of challenges, and you think being questioned on your assumptions and decisions helps you grow.
Bonus points:
- if you speak Japanese.
- If you worked as L2 support with mobile applications.
- If you are familiar with Datadog, CloudWatch, etc.
What we offer:
Continuous learning environment.
Improve your skill-set.
Trust and freedom.
Supportive and highly skilled team members.
Great culture of transparency and openness.
Opportunity to make a real impact in customers’ lives.
Services
Bank Account
Transfer
Manage
Our Company
Our Story
Media
Legal
Join Us
Contact
G-Bank Technologies OÜ (Estonia)
株式会社GIG-A (Japan)
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