Lead UniData Software Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Acquire an in-depth knowledge of Trilogie, Ferguson's tailored ERP platform.

• Oversee system health and proactively investigate application-related issues and production incidents.

• Act as a senior-level technical escalation point for intricate software and application support challenges.

• Analyze root causes and manage the resolution of application, integration, and system issues.

• Collaborate with software engineering teams to pinpoint root causes and suggest solutions that enhance application reliability and performance.

• Respond to functional and technical inquiries from support teams and business users.

• Address application, data, integration, and performance-related concerns across a complex enterprise landscape.

• Accurately resolve data issues while adhering to ITIL protocols for managing updates.

• Participate in a rotating after-hours support schedule for critical production incidents.

• Work alongside Software Engineering, Quality Assurance, Business Analysts, and Support teams.

• Review suggested code modifications and offer feedback regarding production impact, system behavior, and maintainability.

• Document findings, resolutions, guidelines, and known issues effectively.

• Share technical expertise and mentor fellow team members.

• Identify areas for enhancing monitoring, support processes, operational efficiency, and system reliability.

⛳️ Requirements

• Significant experience in supporting applications developed on UniData, UniBasic, or other Pick-based technologies.

• Strong background in resolving intricate application and production support issues within enterprise settings.

• Proven ability to conduct root cause analysis and facilitate complex issue resolution across various teams.

• Familiarity with supporting applications utilizing APIs and web services.

• Experience interacting with Oracle and/or SQL Server databases.

• Experience in multi-server environments.

• Solid understanding of high-volume transaction processing systems.

• Knowledge of UniData file structures, dictionaries, triggers, and multi-level files.

• Capability to analyze application behavior, troubleshoot code, and propose technical solutions.

• Strong analytical and problem-solving abilities.

• Effective communication skills for both technical and non-technical audiences.

• Experience working within structured change management and support processes.

• Background in UniData Administration.

• Proficiency in writing complex UniQuery statements.

• Experience in supporting large-scale ERP systems.

• Familiarity with application monitoring and operational support practices.

• Experience in ITIL-driven support environments.

• Background in Quality Assurance or testing.

• Proficiency in Excel and data analysis.

🏝️ Benefits

• Health insurance.

• Dental insurance.

• Vision insurance.

• Paid time off.

• Life insurance.

• 401(k) with a company match.

• Mental health coverage.

• Gender affirming benefits.

• Family building benefits.

• Paid parental leave.

• Associate discounts.

• Community involvement opportunities.

• Bonus or Incentive Plan eligibility.