Support Engineer in DEP leads their Supporting engineering team in identifying opportunities to innovate based on tickets that the team receives. They mentor and coach junior support engineers. They assist their manager in maintaining the productivity levels of their team through automation and refinement of processes
Key job responsibilities
Some of the key job functions
Provide support of incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple products, features and services
Work on operations and maintenance driven coding projects, primarily in Java, python, or shell scripts, and AWS technologies
Software deployment support in staging and production environments
Develop tools to aid operations and maintenance
System and Support status reporting
Ownership of support for one or more payment products or components
Customer notification and workflow coordination and follow-up to maintain service level agreements
Work with dev team for handing-off or taking over active support issues and creating a team specific knowledge base and skill set
BASIC QUALIFICATIONS
- 2+ years of software development, or 2+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- Experience in Unix
- Experience scripting in modern program languages
- Experience in cloud computing, preferably in AWS
PREFERRED QUALIFICATIONS
- Knowledge of web services, distributed systems, and web application development
- Experience troubleshooting & maintaining hardware & software RAID
- Experience with REST web services, XML, JSON
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