Technical Support Engineer

Profile

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)