Senior Support Engineer - Remote

Overview

The Sr. Support Engineer is responsible for quickly and effectively diagnosing and resolving internal user application issues that are escalated by the Tier 1 and 2 support desks. This requires an emphasis on analyzing complex business and technical problems to shape and deliver an entire system’s software components.

In Short

• Analyze, configure, and tune the underlying framework and infrastructure.
• Act as the subject matter expert on each system’s functionality, behavior, and capabilities.
• Assist others in defining application system scope and objectives through research and fact finding.
• Diagnose and resolve software application issues of end users promptly and professionally.
• Engage appropriate IT and business resources to resolve technical issues and support business processes.
• Provide technical direction related to deliverables for both on-shore and off-shore team members.
• Manage platform health dashboards for current and historical trends.
• Identify and recommend system modifications to reduce user issues.
• Fully document and create defects of each issue and resolution using the incident tracking system.
• Keep support desk team, peers, and management apprised of any new support issues in a clear and timely manner.
• Serve as a mentor with detailed documentation and training to Tier 1, Tier 2, and Tier 3 support personnel.
• Ensure that end users are provided with accurate and effective solutions and that end user support needs are met with a consistently high quality of service.
• Perform other job-related duties as assigned or apparent.

Requirements

• 2 years’ experience working with HTML5, CSS3, and JavaScript.
• 2 years experience with Angular.
• Background in technical support of enterprise platform technologies.
• Proficiency with SQL, Stored Procedures, DDL; hands-on experience with databases like SQL Server and MySQL.
• Proficiency with consuming RESTful APIs.
• Experience working in cloud-based platforms, preferably AWS.
• Experience with GitHub.
• Experience with TypeScript.
• Knowledge of client-server and web development.

Benefits

• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• 401(k) plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).