Job ID: 2923954 | ADCI - BLR 14 SEZ - F07
The Perfect Order Experience (POE) Team is looking for a passionate, results-oriented, operationally focused Support Engineer to support the fast-evolving and expanding Seller Compliance space. The role encompasses working with a support engineering team that provides support for multiple products and platforms, including engineering development support (root cause analysis, code fixes), customer support self-service (tools development), and business decision-making support (data mining, report generation, scripting). The Support Engineering team comprises world-class engineers with technical skills blending systems and software engineering.
We are looking for a Support Engineer with experience in software engineering support or an equivalent role, with a track record of driving projects to improve software development, business, and customer service support-related processes and technical support experiences. A successful candidate will be an experienced technical team member who is willing to take on challenging responsibilities, has a metrics-focused approach, demonstrates customer focus, and has the ability to lead in multi-functional and fast-paced environments. If you fit the profile, we would love to talk to you.
Responsibilities include working with a team of support engineers, enhancing process and service improvements, monitoring and improving day-to-day operational efficiency, and being self-motivated. The role also involves driving smaller-scope development projects and building custom tools.
Key job responsibilities
1. Technical Support and Problem Resolution • Diagnose and resolve complex production software issues across multiple products and services • Perform comprehensive troubleshooting and root cause analysis for technical challenges • Provide timely and effective support through ticket management and customer communication
2. Software Development and Maintenance • Develop and implement operational tools and automation solutions using Ruby, Rails, Java, Python, and shell scripting • Maintain and configure software systems in staging and production environments • Implement fixes and enhancements for internally developed software applications
3. System Operations and Monitoring • Design and implement monitoring solutions to ensure system reliability and performance • Manage software deployments and support infrastructure in AWS and web technology environments • Create and maintain system and support status reports
4. Team Collaboration and Knowledge Management • Coordinate support issue handoffs within the team • Develop and contribute to a comprehensive team knowledge base • Collaborate with cross-functional teams to improve operational excellence
5. Product and Service Ownership • Take ownership of digital products or system components • Ensure adherence to service level agreements (SLAs) • Coordinate customer notifications and workflow management
This rewrite provides a more structured and clear representation of the support engineer's responsibilities, highlighting key areas of expertise and expected outcomes.
BASIC QUALIFICATIONS
- 3+ years of continuous integration and continuous delivery (CI/CD) experience
- 3+ years of software development with object-oriented language experience
- 3+ years of virtualization, orchestration and cloud computing (e.g. Hypervisors, VMware, Xen) experience
- 3+ years of database administration experience
- 3+ years of information security and compliance experience
- Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience
PREFERRED QUALIFICATIONS
- 3+ years of distributed systems experience
- 3+ years of network and operating system support experience
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