Systems EngineerSystems Engineer is responsible for providing superior support to our clients. As a front line contact, you will ensure that our products are working as intended, assist with complex technical solutions, and address technical questions. This may involve troubleshooting issues, investigating and reporting product bugs, and offering suggestions to maximize performance and product functionality.
Solution Support Engineers will be expected to gain a rapid familiarity with our products to effectively troubleshoot and provide sound resolutions and/or recommendations. A successful candidate must be able to thrive in a fast-paced environment, where they will be expected to contribute to the development of policies, procedures, and best practices.Internally, you will work closely with Development, QA, Product, and Solutions Engineering groups. As product bugs are discovered, you will be responsible for recreating, documenting, and escalating issues up through the company.
Additionally, you will provide solutions and feedback for continuous product improvement.ResponsibilitiesTake ownership of customer issues reported and see problems through to resolutionResearch, diagnose, troubleshoot and identify solutions to resolve customer issuesFollow standard procedures for proper escalation of unresolved issues to the appropriate internal teamsProvide prompt and accurate feedback to customers through to resolutionEnsure proper recording and closure of all issuesPrepare accurate and timely reportsDocument knowledge in the form of knowledge base tech notes and articlesQualificationsRequired Qualifications:Proven working 3+ years’ experience in enterprise technical supportBachelor’s degree, preferably in Computer Science, MIS or equivalentExperience with 24/7 on-call customer/system supportWorking knowledge of Windows/Unix/Linux systems, utilities and scriptingExperience supporting multi-tier architecture from web, app to backend systems/databases.Experience with database queries SQL, Oracle, Posgress or similarExperience with observability/monitoring tools such as Dynatrace and SplunkExperience with ticketing tools such as ServiceNow, Jira, SalesForce or similarProficiency in a scripting language (shell scripts, perl, ruby, or similar) a plusExperience to AWS and Kubernetes a plusStrong problem-solving skills and meticulous attention to detailExperience with incident management and problem management processesExperience managing PII/secure/sensitive dataMust be a self-starter with a high degree of energy and be able to multi-task with ease