Support Engineer

About the job

Our Engineering Support team is an elite group of ~10 people located all over the globe. The team resolves about 200 tickets per month for clients and internal users.

Your Role:

• You'll provide product and backend technical support using your proven technical expertise to analyze, troubleshoot, and resolve issues.
• Collaborate with teammates and other teams when needed to find solutions to externally and internally reported cases.
• Utilize email, chat, and other support channels to communicate
• Respond to, resolve and document all incoming cases via ticketing system.
• Escalate cases promptly to internal teams as required.

Key Responsibilities:

• Review/Read log and engage in action required
• Troubleshoot the Production Environment in order to find solutions to externally and internally reported cases pertaining to our software product and our infrastructure. (Databases, application, memory usage, processing, etc).
• Develop deep technical understanding and become certified on Acoustic software products, including Connect, Tealeaf, Campaign, and Insights.
• Write and run moderately complex queries
• Document software defects and escalate to the appropriate Engineering Squad.
• Document all solutions or update existing solutions with new information in Team Confluence room.
• Assist with other reasonable duties as may be required being adaptable to ever-changing business needs.

In general, you will work regular business hours, Monday through Friday. However, we provide customer support 24x7, so you will be expected, from time to time, to participate in an on-call rotation that will include holidays, after-hours and weekends.

 

Requirements

 

• 4+ years of technical support experience in an enterprise software company; supporting external customers; web applications or analytics software strongly preferred.
• 5+ years of SQL experience and proficiency
• Knowledge of and/or background in HTML, APIs, Java, XML, basic networking, and database concepts (such as Oracle and/or AWS).
• Knowledge of and/or background with databases, preferably Oracle and/or AWS with the ability to write SQL queries.
• Understanding of how web systems work (physical, logical, hardware, software) and how to support them
• Understanding of how the different components in a web system fit together and affect each other
• Basic understanding of UNIX commands for searching logs and configuration files on the server
• Experience with Redis, Kafka, Mongo, JIRA, Logstash, Confluence and Data Dog.
• Experience with environment configuration.
• Infrastructure troubleshooting experience.
• Well developed ability to research and troubleshoot technical issues timely
• Extremely proactive and takes ownership for producing positive results
• Very good communication skills.
• Self-reliance and the ability to work independently with minimal supervision.
• Ability to take initiative autonomously to search out solutions
• A team-player
• Creatively solve problems

Strong Plus:

• A bachelor's degree in Mathematics, Computer Science, Electrical Engineering or equivalent related field.
• Coding skills in any language, ideally Java.
• Experience (and/or interest) in mobile technologies and concepts, such as Android/iOS applications, push notifications, SMS.
• Experience with AWS, Kubernetes
• Experience (and/or interest) in email and online marketing technologies.
• Second or third-line (tier 2 or 3) support experience.
• Experience in digital marketing and web analytics