Support Engineer - Intermediate

Role Overview: You will work closely with software development engineers to comprehend the overall technical architecture and the implementation of each feature. Your creative problem-solving skills will be essential in assisting with technical troubleshooting and analysis for BU reported issues in JIRA. Monitoring and maintaining systems/applications for optimization and improvement opportunities will also be part of your responsibilities. Additionally, you will need to establish technical proficiency in design, implementation, and unit testing. Responding to assigned tickets/tasks within SLA guidelines, handling customer requests and incidents, and updating technical support documentation when required are crucial tasks. You will also be responsible for performing hands-on fixes at the application level, including software installations, upgrades, file backups, and system configurations. Collaboration with internal and external teams and stakeholders to drive progress across various initiatives is expected, along with working effectively in an Agile environment and providing training or demos on new/existing features. Key Responsibilities: - Work with software development engineers to understand technical architecture and feature implementations - Assist in technical troubleshooting and analysis for BU reported issues in JIRA - Monitor and maintain systems/applications for optimization - Establish technical proficiency in design, implementation, and unit testing - Respond to tickets/tasks within SLA guidelines - Handle customer requests, incidents, and inbound calls - Update technical support documentation as needed - Perform hands-on fixes at the application level - Collaborate with internal and external teams to drive progress - Work effectively in an Agile environment and provide training or demos on features Qualifications Required: - BS or MS degree in a STEM major or equivalent job experience - 2-5 years of software engineering experience - Self-starter with the ability to respond to priority shifts with minimal supervision - Proficiency in software build management tools like Maven or Gradle - Knowledge of HTML, CSS, and frontend/web development - Familiarity with software testing, performance, and quality engineering techniques - Experience with cloud technologies such as GCP, AWS, or Azure - Proficiency in troubleshooting, monitoring infrastructure, and application uptime - Cross-functional knowledge with systems, storage, networking, security, and databases - System administration skills, including automation and orchestration of Linux/Windows - Cloud Certification strongly preferred,