Support Engineer

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

📋 Description

• Assist in overseeing and coordinating recovery initiatives for events that affect production processes, service level agreements (SLAs), and client satisfaction.

• Directly communicate with clients and management during production incidents, escalating issues while providing updates on status and risks.

• Create documentation following outages.

• Act as a liaison between technical and operational teams, serving as a subject matter expert in troubleshooting application support and file-processing challenges.

• Support new client onboarding, expansion, testing, and both standard and non-standard monitoring requests.

• Monitor the support ticket queue, conducting independent research and troubleshooting technical problems related to systems, networks, application functionality, and OSI interdependencies.

• Escalate and collaborate on tickets with relevant engineering or support teams.

• Document and enhance Production Support processes while maintaining the knowledge base.

• Share expertise and provide training to team members.

• Adhere to ITIL incident, problem, change, and release/configuration management protocols.

• Assist in disaster recovery and business continuity planning and testing, including live failover and fallback exercises.

• Collaborate with Implementations, Development, QA, and Configuration Management teams for production releases and deployments.

• Develop scripts and tools to automate tasks, diagnose and troubleshoot application functionality, and resolve data accuracy and access issues.

• Receive escalations from junior team members, offering guidance, feedback, training, and mentorship.

• Engage in on-call and/or shift rotations to support 24x7 enterprise-level systems.

• Fulfill annual Performance Plan responsibilities along with assigned special projects and duties.

⛳️ Requirements

• Bachelor’s degree in computer science, information technology, or a related technical field, or equivalent training and certification.

• 3-5+ years of experience in developing/supporting enterprise-level application software within multi-node Windows or Linux Server environments.

• Extensive knowledge of application architectures, workflows, and monitoring tools.

• Strong background in SQL, Oracle, PL/SQL, MS Access, and database management tools.

• Proficient in PowerShell, Bash, or VB scripting.

• Experience with Java EE and/or .NET frameworks.

• Capable of functioning in a cross-functional global team environment utilizing online collaboration tools.

• Ability to troubleshoot application issues and escalate them to supporting engineering teams.

• Familiarity with commonly used information technology concepts, practices, and procedures.

• Excellent written and verbal communication skills.

• Able to perform daily tasks with minimal or no direct supervision.

• Must provide a dedicated, secure workspace.

• Must ensure high-speed internet access/connectivity and maintain office setup.

• Must be capable of performing duties with or without reasonable accommodation.

• Participation in on-call and/or shift rotations supporting 24x7 enterprise-level systems is required.

• Exceptional oral and written communication skills.

🏝️ Benefits

• Medical, dental, vision, disability, and life insurance coverage.

• 401(k) savings plans.

• Paid family leave.

• 9 paid holidays each year.

• 17-27 days of Paid Time Off (PTO) annually, depending on specific level and length of service.

• Remote work opportunities.

• Virtual interviews.

• Dedicated, secure workspace and high-speed internet access/connectivity, with office setup and maintenance provided by the candidate.