Job
Description
Profile :- Technical Support Engineer Responsibilities :- • Attain a good understanding of customer systems and integrations to aid with triage and problem resolution in production. • Deploy solutions in AWS and on-premises as well as having a general understanding of the build and deployment process for triaging of internal issues • Understanding and manipulating the data model at a database level to provide root cause analysis. • Possessing the necessary technical expertise to implement solutions supported by RCA when required Deploy solutions locally or on remote machines to aid in the triage and RCA process • Engage with customers in communicating issue status and plan for resolution. Ensure all communications are well considered. • Responsible for problem management, problem solving and internal escalations. Contribute to ongoing process improvement. • Customer Support Request (SR) resolution - ensuring SRs are further investigated (and reproduced where possible) after Level 1 has performed triage, debugged, resolved and released to the customer for validation. Involves liaising with external customer support and technical functions as well as internal personnel. • Ensure that customer problems are actioned, completed, and brought to resolution in accordance with SLAs. • Identify root cause analysis (RCA) of customer issues by technical triage and functional analysis • Maintain a strong level of knowledge of the product suite (technical and functional) to aid the support process and for SR resolution.[CF1] • Willingness to take ownership of significant elements of an overall solution Education and/or Experience • Bachelors or Masters degree in Computer Science, Management Information Systems, • Engineering, Mathematics/ Statistics/ Sciences (or related) disciplines • 5+ years of experience in a production support engineering role • 5+ years of experience working on software implementations • Experience of working remotely in a vendor environment on client sites [CF2] • Experienced in providing regular project and team feedback, as well as measurable • opportunities for improvement. • Experienced using Jira Service Management and Confluence[CF3] Knowledge, Skills and Abilities • Ability to understand and use technologies involved in customer solutions to increase problem solving capability and be an effective intermediary between Level 1 and internal • staff on technical problems that surpass the technical depth of the issue. • Strong analysis, design & solutioning skills and able to provide sound direction. • Excellent documentation skills • Proven complex technical problem-solving skills[CF4] • Strong communication skills and proven ability to deliver without direct supervision [CF5] Technical Skills • Technologies: Java, including J2EE technologies such as JSP, AngularJS, Node js, JNDI, Cloud(AWS), AWS Services • Application servers: Websphere,Tomcat, JBOSS • Databases: DB2, Oracle, SQL Server, Aurora • Development Tools: Apache Ant, Maven, Junit, Eclipse, Subversion, Jenkins, Docker, Gradle, GIT • Experience using middleware and integration technologies such as SOAP/HTTP, RESTful, WebsphereMQ, SOA, AquaLogic (Oracle Service Bus)
