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Role Description
The Sr. Support Engineer is responsible for quickly and effectively diagnosing and resolving internal user application issues that are escalated by the Tier 1 and 2 support desks. This requires an emphasis on analyzing complex business and technical problems to shape and deliver an entire system’s software components.
- Analyze, configure, and tune the underlying framework and infrastructure.
- Act as the subject matter expert on each system’s functionality, behavior, and capabilities.
- Assist others in defining application system scope and objectives through research and fact finding.
- Diagnose and resolve software application issues of end users promptly and professionally.
- Engage appropriate IT and business resources to resolve technical issues and support business processes.
- Provide technical direction related to deliverables for both on-shore and off-shore team members.
- Manage platform health dashboards for current and historical trends.
- Identify and recommend system modifications to reduce user issues.
- Fully document and create defects of each issue and resolution using the incident tracking system.
- Keep support desk team, peers, and management apprised of any new support issues in a clear and timely manner.
- Serve as a mentor with detailed documentation and training to Tier 1, Tier 2, and Tier 3 support personnel.
- Ensure that end users are provided with accurate and effective solutions and that end user support needs are met with a consistently high quality of service.
- Perform other job-related duties as assigned or apparent.
Qualifications
- 2 years’ experience working with HTML5, CSS3, and JavaScript
- 2 years experience with Angular
- Background in technical support of enterprise platform technologies
- Proficiency with SQL, Stored Procedures, DDL; hands-on experience with databases like SQL Server and MySQL
- Proficiency with consuming RESTful APIs
- Experience working in cloud-based platforms, preferably AWS
- Experience with GitHub
- Experience with TypeScript
- Knowledge of client-server and web development
Requirements
- 5 years of relevant experience in software development, information systems, or equivalent technical environment.
- Previous experience in development of highly transactional, mission critical applications in environments/architectures for multi-user systems.
Benefits
- Comprehensive medical benefits coverage, dental plans and vision coverage.
- Health care and dependent care spending accounts.
- Short- and long-term disability.
- Life insurance and accidental death & dismemberment insurance.
- Employee and Family Assistance Program (EAP).
- Employee discount programs.
- 401(k) plan with a generous company match.
- Employee Stock Purchase Plan (ESPP).
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