2nd Level Support Specialist (remote, m/f/d)

Born from a single question, innovation is in our DNA. Having recently celebrated our 10-year anniversary, we are a diverse and quality-conscious company, which has set itself the goal of transporting temperature-sensitive medicines in a more reliable and sustainable way. Long story short, we help save lives and preserve the environment.

Our goal? To continue to advance towards zero loss in the pharma supply chain, worldwide.

If you are an experienced and versatile 2nd Level Support Specialist with strong skills in resolving technical issues and providing advanced technical support to internal teams - this could be the role for you:

Here's what you'll do:

• Investigate and resolve issues escalated through various channels with minimal disruption.
• Perform in-depth root cause analysis to identify underlying issues and prevent future occurrences.
• Provide advanced technical support to internal teams and potentially end-user for complex issues.
• Suggest, document and coordinate with the development team system improvements.
• Continuously monitor systems and applications to identify potential issues proactively and resolve them.
• Collaborate with the development team to resolve high complex issues, documenting all steps taken.
• Support the development team with release deployments, validations and troubleshooting.
• Create and update detailed documentation for troubleshooting steps, known issues, and solutions.
• Train and mentor support staff on common issues, resolutions, and best practices.
• Automation of repetitive processes and tasks to increase teams productivity.
• Maintain clear and timely communication with all stakeholders regarding the status of their issues, expected resolution times, and any necessary follow-up.
• Collaborate with development teams to identify, report, and test software bugs and enhancements.
• Analyse complex datasets to extract meaningful insights, contributing to data-driven decision-making.
• Continuously look for ways to improve support processes, tools, and workflows to increase efficiency.
• Collaborate with cross-functional teams to address complex issues and ensure system stability.
• Support POC initiatives through data set-up, configuration and any automation required.

This is what you'll need:

• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience
• Extensive IT support experience, including complex problem resolution
• Proficiency in supporting multiple operating systems, such as Windows, Linux, and macOS.
• Understanding of database systems (e.g., SQL) and ability to perform data analysis tasks
• Basic knowledge of scripting languages (e.g., PowerShell, Bash, Python) for automating tasks
• Extensive experience with checking logs and supporting and monitoring complex applications
• Excellent problem-solving skills and the ability to think analytically
• Ability to work collaboratively in a team environment and manage multiple priorities
• Detail-oriented with a commitment to high quality and accuracy

What we can offer you:

• Remote working
• Flexible working hours for work/life balance
• Interdisciplinary and varied projects
• Diverse and global work culture/ environment
• Possibility to work for an environmentally conscious company
• Unique opportunity to actively shape processes

Why SkyCell:

We are looking for people who challenge the status quo and thrive on making a difference to people and the world around us. That’s where our SkyMind Cloud Development team play a pivotal role and you could be a part of it.

SkyMind’s Cloud Development team builds a next-generation visibility platform that allows our customers (mainly pharma companies, but also logistics service provider) to monitor the temperature and position of their shipments in real-time. They combine this with sophisticated risk assessment capabilities, alert functionality and simulation models that allow predictions of potential issues, e.g., because a container was forgotten on a runway in Dubai. The team use modern, standard technology, constantly optimize our development processes, and have close and direct interaction with our product management function.

We are Innovative Award Winners:

We’re driven by our core values and guided by our collaborations, purpose, and employees. Our commitment to changing the face of medical supply chains, making them safer, more secure, and more sustainable resonates strongly with every one of our employees; we’re therefore incredibly proud to have been certified as a Great Place to Work alongside being awarded a sustainability rating of Platinum by EcoVadis.

If you would like to know more about us, visit www.skycell.ch and search #WeAreSkyCell on LinkedIn.

To become part of our journey and make a difference – click apply and we will be in touch!

Please contact Lucy Slough, Senior Talent Acquisition Specialist if you have any questions (Write an email).

SkyCell AG is proud to be an equal opportunities employer, we celebrate and support diversity and are passionate about creating an inclusive environment for all employees. We do not discriminate based upon race, religion, colour, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, disability, or any other applicable legally protected characteristics.

For this position we only consider direct applications