Job Summary:

We are seeking skilled Platform Support Engineers to join our team at PAR Retail. This role is critical in ensuring the stability and reliability of our platform by managing customer-reported issues, troubleshooting technical problems, and maintaining accurate system documentation.

The ideal candidate should have experience working in a technical support environment, with basic skills in SQL, XML data analysis, and system monitoring tools. This role requires excellent problem-solving abilities, attention to detail, and the ability to communicate effectively with both internal teams and customers.

Key Responsibilities:

Issue Intake & Initial Investigation

• Monitor and triage incoming support tickets submitted by clients in Jira.
• Validate and investigate issues by reviewing database records, XML structures, and system logs.
• Identify common data discrepancies and validate reports against POS transaction data.
• Provide customers with guidance on common report errors and necessary corrections.

Troubleshooting & Resolution

• Utilize SQL queries and data analysis techniques to diagnose issues.
• Identify whether an issue can be resolved at the support level or requires escalation.
• Work with internal tools like Azure Application Insights to monitor system behavior and detect anomalies.
• Document troubleshooting steps and resolutions for internal reference.

Escalation to Engineering

• Escalate unresolved issues to the various Engineering teams if deeper system investigation is required.
• Create Jira engineering tickets with detailed findings, logs, and error reports.
• Collaborate with engineering teams to ensure timely fixes and follow-ups.

Communication & Maintenance Updates

• Provide clear, professional updates to clients on the status of their issues.
• Notify customers and internal teams of system maintenance, updates, and resolutions.
• Maintain Statuspage/Email updates for scheduled releases and incident communications.

Continuous Improvement & Documentation

• Contribute to the knowledge base (KB) and internal documentation by writing and updating articles.
• Participate in team meetings, sharing learnings from resolved cases to improve processes.
• Identify recurring issues and propose long-term solutions to enhance system reliability.

Requirements & Skills:

• Experience in technical support, IT operations, or a similar role.
• SQL skills for querying and troubleshooting data issues would be a great addition.
• Familiarity with XML structures and data formatting.
• Experience using monitoring tools like Azure Application Insights or similar.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Experience with Jira Service Desk managing support tickets.

Work Schedule & Availability

• Core working hours: 3pm – 12am Kyiv time, Mon-Fri (Remote).
• Participation in daily standups and customer support meetings.
• On-call responsibilities may be required for urgent support issues outside of core hours.