We Are Hiring L1 Support, L2 Support and L3 Support

**Roca Alliances **is a leading innovator in Demand Gen, Content & CBT, committed to delivering cutting-edge solutions. We are dedicated to fostering a collaborative and dynamic work environment where innovation and creativity thrive. Our team is passionate about leveraging technology to drive growth and efficiency.

We are seeking for talented L1 Support, L2 Support and L3 Support Engineers to join our team of dedicated IT professionals and make a difference in a dynamic and innovative work environment.

**Position Overview**

**L1 Support Engineer**

**Main Responsibilities**:

- ** Initial Contact**: Act as the first point of contact for all technical issues.
- ** Ticket Submission**: Submit and track tickets in the system as bugs are identified.
- ** Issue Escalation**: Ensure timely escalation of unresolved issues to L2 and L3 support teams.
- ** Customer Service**: Provide exceptional support and service to clients.
- ** Skills Required**:

- **Communication**: Strong verbal and written communication skills.
- **Troubleshooting**: Basic troubleshooting and problem-solving abilities.
- **Availability**: Flexibility to work in varying shifts and be on-call during weekends.
- **Experience**: Previous experience in a professional or corporate work environment.
- ** L2 Support Engineer**

**Main Responsibilities**:

- ** Intermediate Resolution**: Resolve tickets escalated by the L1 team.
- ** System Monitoring**: Utilize AWS Basics (CloudWatch alerts, Teams) and other monitoring tools to ensure system performance.
- ** Collaboration**: Work with the L3 team for complex issue resolution.
- ** Technical Expertise**: Handle AWS Services (Lambda, Event-Driven, S3, Code Build) and OKTA.
- ** Skills Required**:

- ️ **AWS Basics**: Proficiency in AWS Basics and AWS Services.
- **Monitoring Tools**: Expertise in OKTA and monitoring tools (DataDog, LogicMonitor).
- **Problem-Solving**: Strong troubleshooting, problem-solving, and scripting skills.
- ️ **Technical Knowledge**: Experience with SNOW, CMS/Drupal, and basic React understanding.
- **Proactivity**: Ability to proactively know and manage the system.
- ** L3 Support Engineer (Hypercare)**

**Main Responsibilities**:

- **Expert-Level Support**: Provide high-complexity issue resolution and system stability.
- **System Health**: Manage critical bugs and ensure overall system health.
- ️ **Long-Term Solutions**: Implement improvements in collaboration with development teams.
- **Advanced Monitoring**: Oversee hypercare processes using advanced monitoring tools.
- ** Skills Required**:

- ** Advanced OKTA & AWS**: Knowledge of OKTA and advanced AWS Services (Lambda, S3, Code Build).
- **Technical Proficiency**: Expertise in Node.js/Typescript and e-commerce domains.
- ️ **Optional Tools**: Experience with CommerceTools and skilled in data validation and scripting.
- **Debugging**: Strong debugging skills and proactive system knowledge.
- ** Qualifications**:

- ** Experience**: Proven experience in IT support roles within a professional or corporate environment.
- ** Flexibility**: Ability to work varying shifts and be on-call during weekends.
- **Communication**: Excellent communication skills and a collaborative work ethic.

**Benefits**:

- Get to work for Real Competitive salary in US Dollars
- Continuous Training and mentoring
- Get to work for an International Company
- Get to work from home.