Site Reliability Engineer

General Responsibilities / Duties. A Technical Support Engineer is a key team member supporting mission-critical applications and systems for the Production and Business System department and the ACS global organization. This role encompasses supporting, maintaining, developing, and deploying software solutions to manage digital content in ACS applications.

This position acts as the level 1.5 escalation point for application issues or requests that Level 1 Support teams cannot resolve. Additionally, this position will provide Level 1/1.5 support during business hours, as needed and appropriate.

The Technical support engineer is responsible for ensuring that complex issues that require development resources to resolve are escalated quickly and appropriately in the ticket management system.

The Technical Support Engineer is responsible for identifying opportunities to shift support from higher Level developers to the Level 1 Support Team. This includes helping to create documentation for Level 1 teams and facilitating training, as needed, for Level 1 resources.

This position requires full stack development ability (in multiple languages, primarily Java) including all stages of the software development lifecycle (SDLC). The team supports and identifies enhancements to existing systems, as well as supporting the development and deployment of solutions as part of new ACS global projects.

The Engineer will join a team that works closely with users and internal customers. The team also provides close support for several production systems.

Required Knowledge And Skills. Education/Experience. A degree in computer science, engineering, or equivalent experience. 3-5 years of professional software development experience. 1-3 years of end user support experience. 1-3 years of experience working in AWS environments. Experience with a full-stack environment is desired. Competencies/Technologies. Strong organization and customer service skills.

Proficiency in the Java programming language or similar and object-oriented design.

Linux/Unix experience strongly desired. Experience with scripting languages such as JavaScript, Linux Shell, Bash, Python, Perl is desired.

Experience with relational databases and SQL are desired.

Outstanding technical documentation skills.

Knowledge of online scientific publishing and data is a plus.

The translation of technical solutions for communication with business users and managers is highly desired.

Strong communication, organizational savvy, interpersonal skills, and time/task management.

A curious, innovation-oriented mindset individually, and as part of a team.