3Rd Level Support Specialist

BLUTV İLETİŞİM VE DİJİTAL YAYIN HİZMETLERİ A.Ş.

BluTV has become the leading Streaming Video On Demand service in Turkey. Our aim now is to disrupt media consumption habits and to offer a superior, higher-quality, and smarter watching experience.  

We are looking for a 3rd Level Support Specialist to join our Tech Team. 

In this position, you will be responsible for administering technical support, troubleshooting, diagnosing, and resolving technical customer issues. Replicate issues and test customer configurations, recreate, track, and verify software defects. 

Job Description 

• Manage caseload (full escalations and requests for assistance)

• Apply analytical skills and technical knowledge to solve product problems of moderate to high complexity.

• Diagnose and solve technical issues at the 3rd level and where needed, escalate to development teams or 3rd party as required. Problem-solving, application support, and configurations across servers, networks, and infrastructure.

• Detect, investigate, recreate, and raise defects. Track defects through internal systems and set up an environment to reproduce issues, test potential workarounds and to address issues through workarounds.

• Work closely with other Product Owners, Developers, QA’s, Product Managers, UX/UI Designers to improve customer satisfaction.

• Innovate on technical solutions to support user need

• Be a voice for our customers during internal discussions and projects. Represent their needs and struggles to help drive our products in a healthy direction

• Prioritize and manage several open issues at one time

• Appropriately escalate unresolved issues to appropriate internal teams (e.g., software developers)

Key Skills and Experience  

• Bachelor's degree in a quantitative field

• A motivation to learn & apply new skills, and to grow out of their given roles. 

• A spirit for taking real responsibility and initiatives. 

• Python/Bash and MongoDB/Postgresql.

• Proficiency in the English language.