Job
Description
What you’ll do Work with software development engineers to understand the overall technical architecture and how each feature is implemented Utilize creative problem-solving skills to assist in technical troubleshooting and analysis for BU reported issues in JIRA Monitor, maintain systems/applications, look for opportunities to optimize and improve systems Establishes technical proficiency in design, implementation and unit testing Respond to assigned tickets/tasks in accordance with SLA guidelines Handle customer requests, incidents and inbound calls; apply diagnostic utilities and best practice methodology to aid in troubleshooting Update technical support documentation when required and also perform post-resolution follow-ups to help requests Perform hands-on fixes at the application, including installing and upgrading software, implementing file backups, and configuring systems and applications. Escalate to Tier 3 any issues unresolved Collaborate with internal and external teams and stakeholders to drive progress across multiple action items and initiatives Work effectively in an Agile environment; provide training or demos in the new/existing features What experience you need BS or MS degree in a STEM major or equivalent job experience required 2-5 years of software engineering experience Self-starter that identifies/responds to priority shifts with minimal supervision Software build management tools like Maven or Gradle HTML, CSS and frontend/web development Software testing, performance, and quality engineering techniques and strategies Cloud technology: GCP, AWS, or Azure Experience in troubleshooting, monitoring infrastructure and application uptime and availability to ensure functional and performance objectives Demonstrable cross-functional knowledge with systems, storage, networking, security and databases System administration skills, including automation and orchestration of Linux/Windows using Chef, Puppet, Ansible, Salt Stack and/or containers (Docker, Kubernetes, etc.) Cloud Certification Strongly Preferred What could set you apart 2 years of experience of Support Engineering Strong Communication skills Diagnose and resolve technical issues related to software, hardware, or network systems. Analyze logs, error messages, and system data to identify root causes. Provide timely and effective solutions to users or customers. Interact with users or customers through various channels (phone, email, chat, etc.). Guide users through troubleshooting steps and solutions. Escalate complex issues to appropriate teams or specialists. Maintain accurate records of support interactions and solutions. Contribute to knowledge bases and support documentation. Share technical expertise with team members and colleagues
