System Engineer L3 Support

Come aboard our growing global team and work for a category leader with a market presence in 15 countries. You will work with some of the leading financial institutions worldwide who rely on our product innovation in helping them shield themselves against the global $4 trillion problem of financial fraud. We create customer-centric predictable enterprises and we do this by directing intelligence to the heart of every customer interaction, in real-time. We are seeking sharp, energetic Systems Support Engineers to help us keep pace with our global expansion. You'll be a core member of a specialist team that is passionate about rendering support to our flagship real-time product. Bring your skills, experience, and passion, and we will give you the springboard for your ambitions. As a Systems Support Engineer, your responsibilities will include rendering exceptional first-tier phone/email support for efficient resolution of technology and functional problems across all products. You will take ownership of user problems, be proactive when dealing with user issues, follow established processes while handling support requests, report any issues that may significantly impact the business, and follow standard procedures for proper escalation of unresolved issues to appropriate internal teams. Additionally, you will ensure all calls are logged in the ticketing logging system, update every activity, notify users and management during downtimes with complete information, identify and learn more about the software and hardware used/supported by the organization, research, diagnose, troubleshoot and identify solutions to resolve customer issues, prepare accurate and timely reports, and document knowledge in the form of knowledge base tech notes and articles. You should have experience in Customer Support with an enterprise software organization, knowledge of Linux or UNIX administration, hands-on experience in managing web servers, elementary database operational knowledge, proficiency with Scripting or other programming languages, hands-on experience with ticketing tools, readiness to work shifts and/or be on call, excellent communication skills, the ability to learn new technologies, work with a cross-functional team, make complex technical matters easy-to-comprehend for non-technical persons, and have a strong sense of urgency and customer orientation. Additionally, being flexible with rotational shifts, exposure at client sites, experience in the Financial Service industry or Banking applications, and a Bachelor's degree or equivalent combination of education and experience will be beneficial. Join us at CustomerXPs, a Category Leader in Financial Crime Risk Management Systems for Enterprise Fraud, where we redefine real-time, cross-channel banking Enterprise Fraud Management using AI to combat financial crime effectively.,