2nd Level Support & Software Tester

Aunetic

2nd Level Support & Software Tester

Aunetic

Ключевые требования

• Take ownership of technical support tickets escalated from 1st line via Jira Service Management; reproduce, analyze, and resolve customer issues related to configuration, environment, and application.
• Classify incoming issues using our EC1–EC3 error classes and prioritize them accordingly.
• Provide clear workarounds and solutions; communicate professionally with customers within SLA response and resolution times.
• Escalate genuine code defects to the 3rd level (development) with clean, reproducible descriptions; verify the fix once delivered.
• Software Testing & Quality Assurance: test and re-test bug fixes and patches before they are released to customers; build and maintain reproducible test cases for reported issues.

Ключевые требования

• Take ownership of technical support tickets escalated from 1st line via Jira Service Management; reproduce, analyze, and resolve customer issues related to configuration, environment, and application.
• Classify incoming issues using our EC1–EC3 error classes and prioritize them accordingly.
• Provide clear workarounds and solutions; communicate professionally with customers within SLA response and resolution times.
• Escalate genuine code defects to the 3rd level (development) with clean, reproducible descriptions; verify the fix once delivered.
• Software Testing & Quality Assurance: test and re-test bug fixes and patches before they are released to customers; build and maintain reproducible test cases for reported issues.