Technical Support Engineer II – Scores Software Team

📋 Description

• Deliver hands-on assistance and troubleshooting for on-premise deployments and workloads hosted in the AWS Cloud environment, utilizing a solid understanding of core services such as S3, IAM, VPC, and CloudWatch to aid in identifying and resolving infrastructure and application-related issues.

• Actively engage as a valuable member of a globally distributed support team, collaborating across time zones to manage shared ticket queues, oversee support escalation processes, and keep internal knowledge base articles and runbooks up to date.

• Utilize foundational knowledge of cloud service delivery models — PaaS, IaaS, and SaaS — to effectively triage incoming support requests, determine the suitable resolution path, and escalate complex issues to senior engineers with comprehensive documentation.

• Leverage your expertise with the AWS platform to help diagnose cloud-related performance, availability, and configuration challenges, using AWS Console, CLI, and monitoring tools to collect relevant diagnostic information before escalation.

• Maintain clear, professional, and empathetic communication with end users, customers, and internal stakeholders across various channels including ticketing systems, email, and verbal interactions, ensuring timely updates, precise issue documentation, and a positive support experience throughout the resolution process.

• Follow established incident management procedures, escalation protocols, and runbooks to resolve support tickets effectively under pressure, consistently meeting or surpassing defined service level agreements (SLAs) and response time objectives.

⛳️ Requirements

• Bachelor's degree in Computer Science or related fields.

• 2-3 years of relevant experience in software technical support.

• Familiarity with the AWS Cloud Computing environment.

• Ability to collaborate effectively as part of a geographically diverse team.

• Basic understanding of Application Support/PAAS/IAAS/SAAS.

• Exceptional verbal and written communication skills.

• Capacity to perform well under pressure while adhering to defined processes.

• Skill in organizing multiple priorities with a strong emphasis on detail and quality.

• RHCSA/RHCE certification and/or ITIL certifications are preferred.

• Proficiency in a programming language (Java, Python, .Net, C/C++).

• Experience in debugging and troubleshooting issues.

• Knowledge of PostgresDB or other relational databases.

• Ability to engage in prompt engineering, working with and enhancing processes with AI.

• Experience with NGCE and FFIH is highly desirable.

🏝️ Benefits

• A culture that emphasizes inclusivity and strongly reflects our core values: Act Like an Owner, Delight Our Customers, and Earn the Respect of Others.

• The chance to make a significant impact and advance professionally by utilizing your unique strengths and participating in valuable learning opportunities.

• Highly competitive compensation, benefits, and rewards programs that motivate you to perform at your best every day and be acknowledged for your contributions.

• A vibrant, people-first work environment that promotes work/life balance, employee resource groups, and social activities to foster interaction and camaraderie.