We are seeking skilled engineers who possess the ability to diagnose complex issues and have a passion for continuous growth, solving challenging problems, and exceeding customer expectations. In this role, you will be responsible for providing technical support, troubleshooting, and maintenance for enterprise applications to ensure seamless operation and optimal performance.
Key Responsibilities:
* Provide first and second level support and other documentation as necessary to aid in troubleshooting, resolving or reproducing the end-user issues or escalate as necessary.
* Perform post-resolution follow-ups to issues/requests.
* Own and drive Root Case Analysis (RCA) on complex system issues
* Experience with incident management protocols
* Accurately identify, evaluate and prioritize end-users' issues, requests and/or questions.
* Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion
* Respond to Helpdesk Tickets
* Consulting with the software development team, internal users, and clients to improve application performance.
* Assist the DevOps team with investigating and resolving application specific alerts
* Report on support ticket resolution progress and results
Requirements:
* A bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar.
* 2-4 years experience with systems implementation and support
* Strong aptitude for multi-tasking and working in a dynamic environment
* 1-2 years experience with database systems like MSSQL, MYSQL, MongoDB
* Exceptional ability to provide front-end support to clients.
* Advanced proficiency in determining the causes of application errors and repairing them.
* Ability to keep up with innovation in application design.
* Exceptional communication skills.