APSIS

About APSIS

Summary 2nd Line Support Technician As a 2nd Line support technician, you will work in our Service Operations Center (SOC) team at R&D, to work with cross-team Service Reliability and Operations. You will work close with the entire department and it’s ten (partially distributed) development teams with incidents, troubleshooting, follow-ups, etc. The team’s focus is the “service reliability from a customer’s perspective” (a top-bottom approach) and you will be a key player at Apsis, connecting R&D with the other departments by working as “front desk” for the entire department together with the team. Work Description We are now looking to complement our development organisation with a new dedicated non-development team whose mission will be to develop, implement and execute efficient processes and mechanisms for managing cross-development-team Service Reliability and Operations. This work will include things like: Cross-team incident management Cross-team technical service operations and troubleshooting Cross-team technical administration Cross-team technical documentation The team will act as the first point of contact to other departments, and is intended as a “front desk” for the development organisation. As a member of our SOC team, you will work together with the Service Reliability Manager, your team member colleagues (including Service Reliability Engineers), and with our many development teams to solve a wide range of challenges within the Apsis development organisation. This is a high-paced environment which will require both broad and strong technical skill set, strong communication and organisational skills, but most importantly an enthusiastic and solutions-oriented personality. It’s a role that fits someone who enjoys working at the intersection of business and technology, working with both business and technical stakeholders in a modern agile environment. Key responsibilities Assume role of Incident commander (IC) in case of confirmed incidents. Help to organize work as well as offload responders Analyze and follow up on postmortem. Identify risks and proactive measures Answer questions and handle feedback from other departments Offload teams by, for example, helping out with initial troubleshooting for issues escalated to R&D by Operations Requirements A solutions-oriented, calm mindset, always keeping focus on how to improve and solve issues, and how to contribute personally to this Customer-centric thinking with the ability to act as a bridge between commercial stakeholders, customers and our technical organisation Structured and organisational, with ability to juggle many tasks in parallel, and ability to respond to changes in priorities or pick up new tasks on the spot in an agile manner Ability to be part of a rotating weekly on-call schedule (every single member of Apsis development organisation is part of such rotations) Diplomatic and able to explain complex things in an easy way Fluent in English (speech and writing) and preferably also in Swedish Experience working with support (Help desk) for customers Experience with log analysis and troubleshooting Bonus points for Experience troubleshooting system integrations and system setups Experience working with and troubleshooting API’s Familiarity with SQL and relational databases (and/or NoSQL databases) Familiarity working with cloud services (such as AWS) Finally, relevant experience from the industry is highly desired SaaS products Digital marketing platforms in email, mobile, web or other spaces Web analytics or BI tools Position type State: Full time How to apply Please apply by providing your CV and a personal letter as soon as possible. We will hire as soon as we find the right person. Do you have questions about this position? Please contact [email removed] About us At APSIS, we believe in enabling great marketing for our customers. As the leading provider of marketing solutions in the Nordics, our goal is to enable and simplify the workloads of our many global clients every day. We do this by creating simple yet scalable tools within digital marketing, including data management, targeted emails, lead management and e-commerce recovery. At the end of the day, it all comes down to one thing: our clients’ marketing success is our success. And we’re proud to be there for them, every step of the way.... Intrigued? Find out more at apsis.com!

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Legal Form: CORPORATION

Company Size: 11 - 50

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