Engineer specializing in building automation in hybrid work environment at sic architekten gmbh. Contributing to sustainable and functional building projects in Köln.
About the role
- Tier 2 Engineer managing escalated support cases and collaborating with engineering teams for a software platform. Ensuring customer satisfaction while proactively contributing to system improvements.
Responsibilities
- Investigate and resolve Tier 2 support cases using logs, databases, monitoring tools, and APIs.
- Autonomously resolve incidents, creating options, executing the best option, and escalating to Tier 3 when necessary.
- Request deployments with an understanding of their implications, raising awareness of any special requirements.
- Proactively identify recurring issues and collaborate with engineering teams to design long-term fixes.
- Participate in incident response and post-mortems, ensuring lessons learned are documented and acted upon.
- Work closely with Tier 1 support to reduce unnecessary escalations by providing guidance and training.
- Partner with Tier 3 engineers and Site Reliability Engineers to improve system resilience and automation.
- Collaborate proactively with auxiliary teams (UX, Data, QA, Dev Ops, etc.) to resolve customer needs in a timely manner.
Requirements
- Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a related technical field, or equivalent demonstrable experience.
- Demonstrated experience in a Tier 2 engineering, application support, or reliability engineering role.
- Prior experience in a Tier 2 or escalation support role within a SaaS environment.
- Experience querying and troubleshooting relational databases (e.g., MS SQL).
- Ability to write scripts (e.g., PowerShell, Python, TypeScript) for automation and diagnostics.
- Experience with APIs, authentication (OAuth/SAML), and integration troubleshooting.
- Familiarity with JavaScript, CSS, HTML, and HTTP for debugging UI-related issues.
- Experience reproducing and validating bug fixes using frameworks (e.g., Jest, xUnit).
- Proficiency with Git version control (Github/Gitlab/Bitbucket).
- Experience breaking down tasks, time-boxing, and partaking in regular feedback cycles.
Benefits
- Competitive Base Salary
- Clear Career Progression
- Generous Holiday Package - 25 Days + 10 Public Holidays
- Employee Wellness Program and Classes
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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