Software Engineer

Job Description

Provide Development support to Software development community across the organization by managing, maintaining, and troubleshooting client’s internal software application and tooling.

Communicate with co-workers to diagnose problems and resolve problems.

Prioritize a workload to ensure the most critical issues are resolved first and document standard support procedures that co-workers may follow.

Roles and responsibilities
 

Respond to and triage support questions and support requests from Client engineers

Follow internally developed support processes and workflows

Communicate and escalate issues to the proper engineering teams or owners for resolution as necessary

Use Client’s tools to investigate problems and correlate them to release events or code rollouts

Extract relevant information from log files and other sources to debug, identify owners or root causes

Apply basic debugging techniques and relevant tools to clarify issues and add relevant information for owners

Write basic tools and test cases to improve the speed and quality of support

Work with technical writers to improve documentation in areas covered by support

Produce reports for leadership with data on performance of the program

Assist with scaling the program to new areas, onboarding new hires and measuring success

Champion user support issues and advocate for user experience and product support

Provide insights and suggestions on product development and the product roadmap; contribute to product development