Support Engineer

JOB DESCRIPTION

Job Title : Support Engineer

Summary

The Customer Support Engineer is responsible for ensuring designated company's customers operate with minimal disruption, and problems are resolved quickly with root cause analysis and fixes being provided where appropriate to meet the agreed Service Level Agreements (SLAs).

The Customer Support Engineer works closely with our customers support and technical resources, the Operations and Deployment Engineers, and various other internal departments to provide 24x7 support for the customer.

This role generally works a standard business week, but occasional weekend work / out of hours may be required.

Responsibilities (Other duties may be assigned.)

• Engage with customers in effectively communicating issue status and plan for resolution.
• Provide specific customer reports as requested.
• Responsible for problem management, problem reporting and customer escalations.
• Set expectations with customers relating to the Service and possible associated commercials.
• Monitor patterns relating to customer release quality and cost with respective Customer Account Managers.
• Provide out of hours support for bank holidays and weekends when requested.
• Carry out trend analysis for all customer Software Development Lifecycle to help proactively highlight gaps in customer capabilities and solutions.

Education and/or Experience

• College degree or equivalent work experience
• 6+ years of experience providing system support in a technical environment working with customers, with special focus in system performance and stability
• 6+ years of experience providing system support in a technical environment working with projects / customers, with special focus in troubleshooting and issue resolution.
• AWS Certified Solution Architect, SysOps Administrator, OR AWS Certified Engineer DevOps preferred

Knowledge, Skills and Abilities

• Excellent customer management / communication skills essential both written and verbal.
• A strong decision making and prioritization skillset, with ability to operate effectively under pressure in dealing with multiple customers.
• Strong appreciation of customer business impact due to application problems.
• Understanding of the software maintenance release lifecycle.
• Strong analysis, design & solutioning skills

Technical Skills

• Strong knowledge of specific technologies is ideal:
• Java, including JEE technologies such as JSP, JDBC, JNDI
• Application servers: Websphere, Weblogic, Tomcat, JBOSS
• Databases: DB2, Oracle, SQL Server
• AWS: CloudFormation, EC2, S3, EMR, ECS, ECR, CodeDeploy, Autoscale, Cloudwatch.
• Development Tools: Apache Ant, Maven, JUnit, Eclipse, Subversion, Jenkins
• Integration: technologies such as SOAP, REST and WS-* standards

Language Skills

• Ability to speak the English language proficiently, both verbally and in writing