Senior Support Engineer - LzLabs team

We at Holycode are currently looking for a Senior Support Engineer with strong skills and proven experience who is ready to dive into the LzLabs project team, for a full-time engagement, to join our company of passionate IT professionals.

About LzLabs:

LzLabs is a cutting-edge software company based in Zurich, Switzerland with offices in London, Toronto, Paris and Australia. Since 2011, they have built and refined a unique software product, the Software Defined Mainframe (SDM), which transforms existing IT into a modern computing environment.

With their solution, LzLabs is powering the heart of the enterprise industry. Their software serves as the backbone of critical business tasks, driving the organization forward. As they unlock the value of enterprise IT systems, they are leading their customers in the banking, insurance, retail and automotive industry in a unique way to technology that is fit for the future.
 
To pursue the modernization journey, they have joined forces with technology partners and system integrators and built a team of 100+ brilliantly different people across the world.  

Position Overview:

We are looking for a skilled Senior Support Engineer with expertise in Linux systems, scripting languages, and exceptional customer communication skills. The ideal candidate will possess strong analytical abilities, a process-oriented mindset, and the ability to guide customers effectively through support processes as they play a pivotal role in ensuring the smooth operation and satisfaction of our customers.

This is an exciting opportunity to be part of a dynamic team that is dedicated to pushing the boundaries of innovation in the software industry. As a Senior Support Engineer you are the person customers trust. You are key to our customer retention and satisfaction.

Key Responsibilities:

• Provide technical support to customers via emails, ticketing systems (e.g., JIRA) or phone calls.
• Communicate effectively with customers to understand and address their concerns.
• Conduct root cause analyses to identify and resolve underlying issues.
• Lead customers through support processes and work with internal teams to ensure timely resolution. of problems.
• Assist in researching, diagnosing, and troubleshooting issues on the our Software Defined Mainframe platform.
• Work two days per week in alignment with the Canada (EST) timezone.
• Willingness for 24/7 on Call availability

Must-Have Skills:

• Excellent customer communication skills, both verbal and written.
• Structured approach to gathering information from customers.
• Flexible, outside of the box thinking .
• Good knowledge of at least one scripting language such as shell or Python.
• Good analytical skills for conducting root cause analyses and problem-solving.
• Process-oriented approach with the ability to guide customers through support processes.
• Eager to learn and dive deep into our product, demonstrating a genuine curiosity and enthusiasm for exploring new environments.

Optional ("Jackpot") Skills:

• Good understanding of z/OS Mainframe development
• Fluent in German and/or French

What We Are Not Seeking:

• Emphasis on application development skills; this role focuses on providing technical support rather than software development.

Why you'll love working here:

• High-growth company in which you can find exciting and trend-setting challenges
• Familial working atmosphere in an open-minded multinational team
• All necessary equipment – up to you to decide what you prefer
• A budget for professional improvement (courses, conferences, books…)
• A budget for multi benefits platform (meal tickets, private medical insurance, private pension, etc)
• Budget for the mastery of the English and German languages
• Skilled and senior co-workers
• Opportunities to learn and grow with us