Technical Support Engineer

Technical Support Engineer

Summary:
We are seeking a skilled Technical Support Engineer to provide technical support for production customers in cloud and on-premises environments. This role requires excellent problem-solving skills, collaboration with customers, and the ability to resolve complex technical issues in production environments.

Responsibilities:

• Gain a deep understanding of customer systems and integrations to assist in triage and problem resolution.
• Deploy solutions in AWS and on-premises environments, with a good grasp of build and deployment processes.
• Analyze and manipulate data models at the database level for root cause analysis (RCA).
• Develop technical solutions based on RCA findings when required.
• Deploy solutions locally or remotely to support issue triage and RCA processes.
• Communicate issue statuses and resolution plans to customers effectively and professionally.
• Handle problem management, troubleshooting, and escalate issues internally when necessary.
• Contribute to continuous process improvement initiatives.
• Investigate and resolve customer support requests (SRs) after Level 1 triage, including debugging and reproducing issues.
• Ensure customer problems are resolved within agreed SLAs.
• Conduct root cause analysis for customer issues using technical triage and functional analysis.
• Maintain a strong understanding of the product suite (technical and functional) to support SR resolution.
• Take ownership of significant elements of overall solutions

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Education and Experience:

• Bachelors or Masters degree in Computer Science, Management Information Systems, Engineering, Mathematics, or related disciplines.
• At least 5 years of experience in production support engineering.
• At least 5 years of experience working on software implementations.
• Experience working remotely in a vendor environment on client sites.
• Experience providing regular project and team feedback with measurable opportunities for improvement.
• Hands-on experience with Jira Service Management and Confluence.

Knowledge, Skills, and Abilities:

• Strong understanding of technologies involved in customer solutions to improve problem-solving capabilities.
• Excellent analytical, design, and solutioning skills.
• Proven complex technical problem-solving skills.
• Strong documentation and communication skills.
• Ability to work independently and deliver without direct supervision.

Technical Skills:

• Technologies: Java, J2EE (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.
• Middleware & Integration: SOAP/HTTP, RESTful APIs, WebSphereMQ, SOA, AquaLogic (Oracle Service Bus).

Language Skills:

• Proficiency in English (verbal and written).

Work Environment:

• Office Environment: Work in a well-ventilated office with moderate noise levels.
• Home Office (Remote): A dedicated workspace with essential equipment like a phone, scanner, printer, and computer.

Work Requirements:

• Comply with all company policies related to Quality, Security, Safety, and Business Continuity.
• Must possess or acquire a valid passport if international travel is required.
• Must be legally eligible to work in the country of employment.

Equal Opportunity Statement:
This organization is an equal opportunity employer and does not discriminate on the basis of race, religion, gender, age, disability, or any other basis covered by law. Employment decisions are made based on qualifications, merit, and business needs.

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