Technical Support Engineer- Tier 2

Job Description:

Remitly's vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.
The team in Israel pushes forward and aims for the stars. We hire top talents and invest in promoting their career by providing opportunities, challenges, and a great work environment that places an important emphasis on work-life balance.

About the Role:

As a Technical Support Engineer, you will be in charge of investigating and solving technical issues in the production environment, being the front line of the R&D team. You'll diagnose and triage production issues and either solve them, or delegate to the product and R&D teams. You'll be in charge of meeting the SLA of the company, defining relevant tools and measurement methods, actionable alerts and communication tools and work as part of the R&D team to implement the relevant tools. You will be the bridge between the customer-facing stakeholders and the R&D team, communicating issues and pushing high standards.

You Will:

• Work on a complex cloud environment that serves customers.
• Conduct root-cause analysis for production issues, perform immediate actions and push for long-term solutions.
• Work closely with all departments of the company such as product, support and operations to define procedures, solve issues and plan future tasks.
• Define monitoring tools on top of the current team tools to lower the team response time.
• Analyze logs and understand scripts.
• Triage and prioritize incoming issues and bugs.

You Have:

• 3+ years experience in a similar Technical Support or NOC roles.
• Experience with SQL and data analysis.
• Ability to understand flows and provide creative troubleshooting solutions.
• Capabilities in building organized processes and structured formal documentation.
• Self-prioritization ability.
• English - excellent written and verbal communication skills.

Advantage:

Experience working with the following tools:

• Incident Detection and Monitoring tools (e.g. Rapid7, Looker, Grafana)
• Attlassian Products (JIRA, Confluence)
• Product and Data Analytics tools (e.g. Heap, Looker)

#Remitly-Israel

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

#LI-hybrid

Equal employment opportunity has been, and will continue to be, a fundamental principle at Remitly. We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman's potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.

#Remitly-Israel

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.