Support Engineer

Job Title: Support Engineer

The Customer Support Engineer is responsible for ensuring designated 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.

• Collaborate with internal and Customer teams to resolve complex issues

• A strong decision making and prioritization skillset, with ability to operate effectively under

pressure in dealing with multiple customers.

• Work well in a distributed, fast paced and dynamic team environment.

• Strong appreciation of customer business impact due to application problems.

• Understanding of the software maintenance release lifecycle.

• Strong analysis, design & solutioning skills

• Actively and attentively engage in conversations to fully understand others perspectives and

needs

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

Travel Requirements

• This position may require up to 10% travel based on business need

Work Environment 

The work environment characteristics described here are representative of those an employee

encounters while performing the essential functions of this job. Reasonable accommodations may be

made to enable individuals with disabilities to perform the essential functions. 

• Employee works primarily in a home office environment.

• The home office must be a well-defined work area, separate from normal domestic activity

and complete with all essential technology including, but not limited to; separate phone,

scanner, printer, computer, etc. as required in order to effectively perform their duties.