Description :

What Youll Do :

- Work with software development engineers to understand the overall technical architecture and how each feature is implemented.

- Utilize creative problem-solving skills to assist in technical troubleshooting and analysis for BU reported issues in JIRA.

- Monitor, maintain systems/applications, look for opportunities to optimize and improve systems.

- Establishes technical proficiency in design, implementation and unit testing.

- Respond to assigned tickets/tasks in accordance with SLA guidelines.

- Handle customer requests, incidents and inbound calls; apply diagnostic utilities and best practice methodology to aid in troubleshooting.

- Update technical support documentation when required and also perform post-resolution follow-ups to help requests.

- Perform hands-on fixes at the application, including installing and upgrading software, implementing file backups, and configuring systems and applications.

- Escalate to Tier 3 any issues unresolved.

- Collaborate with internal and external teams and stakeholders to drive progress across multiple action items and initiatives.

- Work effectively in an Agile environment; provide training or demos in the new/existing features.

What Experience You Need :

- BS or MS degree in a STEM major or equivalent job experience required.

- 1-2 years of software engineering experience.

- Self-starter that identifies/responds to priority shifts with minimal supervision.

- Software build management tools like Maven or Gradle.

- HTML, CSS and frontend/web development.

- Software testing, performance, and quality engineering techniques and strategies.

- Cloud technology: GCP, AWS, or Azure.

- Experience in troubleshooting, monitoring infrastructure and application uptime and availability to ensure functional and performance objectives.

- Demonstrable cross-functional knowledge with systems, storage, networking, security and databases.

- System administration skills, including automation and orchestration of Linux/Windows using Chef, Puppet, Ansible, Salt Stack and/or containers (Docker, Kubernetes, etc.

What Could Set You Apart:

- Cloud Certification Strongly Preferred.

- Strong Communication skills.

- Diagnose and resolve technical issues related to software, hardware, or network systems.

- Analyze logs, error messages, and system data to identify root causes.

- Provide timely and effective solutions to users or customers.

- Interact with users or customers through various channels (phone, email, chat, etc.

- Guide users through troubleshooting steps and solutions.

- Escalate complex issues to appropriate teams or specialists.

- Maintain accurate records of support interactions and solutions.

- Contribute to knowledge bases and support documentation.

- Share technical expertise with team members and colleagues.