L2 Support Engineer

Responsibilities will include:

• Working to troubleshoot and determine root cause for technical escalations on an enterprise web application
• Troubleshooting issues by going through the log files with a thorough attention to detail
• Provide assistance on medium to high level complexity support inquiries
• Responding quickly and intelligently to production issues and facilitating communication between L1 and Development teams spread across Australia & US
• When the case is unable to be solved within the specified guidelines, pass the case on to the development team for further investigation
• Contribute to the knowledge base and actively use the existing documents in the resolution of support cases
• Properly log documentation regarding support inquiries into the CRM system
• Provide assistance to other team members
• Proactively keep management informed of critical customer issues/concerns
• Working late hours in the evenings, as needed.

Who You Are:

• Hands-on experience in writing basic to medium complex SQL queries for Oracle/MSSQL database
• Basic understanding of Unix Shell scripting
• Experience in debugging java/.net web application and decipher log files to identify root cause
• Relevant work experience supporting an enterprise application
• Above 60%, Engineering or graduation in IT/Comp Sc
• Understands SOP to address customer reported issues
• Very strong communication skill both in written and spoken

Why Mediaocean?

• Work-Life Balance: Open Paid Time Off (PTO), Flexible schedule, Company holidays, 12 weeks of paid parental leave (after 6 months of employment)
• Total Rewards: Competitive salary, Full benefits package starting on your first day, Referral bonuses, Recognition awards, 401(k) with company match, Company HSA contribution up to $2,400
• Comprehensive Benefits: Medical/Dental/Vision/Pharmacy, Health Savings Account (HSA)/Flexible Spending Account (FSA), Mental health support, Life & Disability insurance, Family planning & fertility benefits, Pet insurance, Legal & ID theft protection, Retirement planning, Medicare assistance, Employee Assistance Program (EAP), Professional training/Tuition reimbursement
• Wellness Focus: Eligible employees get up to 100% company paid annual subscriptions to Peloton, Maven Clinic, BetterUp Care, Walkingspree, Bikeshare (Divvy in Chicago/Citibike in New York), Wellness Seminars (physical, mental, financial, social) as well as opportunities to compete in companywide health challenges with prizes
• Award-Winning Company Culture: Professional development with a dedicated Talent Development team, Employee Resource Groups (ERGs), Philanthropy & awareness programs, Mentorship programs, In-office and virtual events & celebrations, Various volunteer & donation opportunities, Innovative and collaborative work environment
• For hybrid employees in NYC and Chicago: Enjoy fresh bagels and company-paid lunches in-office twice a week

#LI-Remote

Our budgeted compensation range for this opportunity is $60,000 - $70,000 commensurate with experience & skills. This position is open to candidates near our New York City office who are open to a hybrid work arrangement.