Software Support Engineer (with Development Duties)

Description

The Software Support Engineer provides technical support to cross-functional teams who are diagnosing, troubleshooting, repairing, and debugging complex equipment, computer systems, or complex software. Responds to situations where first and second-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Communicates defects, enhancement opportunities, and usability concerns to the product and software engineering teams. Provides support to customers/users where the product is highly technical or sophisticated in nature. They must be experts in understanding requirements to translate them into technical solutions that align with our SaaS platform capabilities. This position also requires subject matter domain knowledge of in-house applications to facilitate documenting technical solutions that align with our SaaS platform capabilities.
Responsibilities

• Work as part of a fast-paced team to perform object-oriented application development, support, and maintenance of a proprietary SaaS platform as the foundation.
• Design, develop, and maintain scalable web applications using ASP.NET MVC and C#.
• Analyze functional requirements and troubleshoot application code issues utilizing proprietary software, tools, and technologies.
• Collaborate with cross-functional teams (UI/UX designers, product managers, QA, etc.) to define, design, and ship new features.
• Create database schemas, write stored procedures, and interact with SQL Server.
• Write clean, efficient, and maintainable code following best practices and coding standards.
• Debug, troubleshoot, and resolve software defects and issues.
• Perform investigation/documentation/reporting for customer-impacting or recurring issues.
• Communicate effectively with NIC teams and key stakeholders both proactively and reactively.
• Implement workaround procedures when standard procedures have failed and ensure issues are resolved in a timely fashion.
• Understand and respond properly to escalation procedures; Follow through and assist in troubleshooting after escalating.
• Develop and administer necessary scripts & bug fixes to support software configuration.
• Optimize application performance and scalability.
• Ensure security best practices are followed in web application development.
• Maintain documentation for code, processes, and procedures.

Qualifications

• Bachelor's degree preferred, or equivalent work experience, in Computer Science, Management Information Systems, or other IT specialty.
• Experience solving complex technical problems with creative solutions.
• Strong organizational & prioritization skills.
• Effective analytical ability, particularly in a technical environment.
• Ability to think out of the box.
• Excellent written and verbal communication skills.
• 2-3 years of experience in developing or supporting web applications with a strong knowledge of ASP.NET MVC, C#, HTML, CSS, Vue.js, jQuery, REST API, PostgreSQL, and SQL Scripting along with other open standards technologies (HTML5, CSS3, AJAX, etc.) for both traditional browsers and mobile devices within extreme use of "Cloud" for development and hosting (AWS).
• Understanding and experience with Cloud-based development and hosting.
• Source Code Control + Build (CI/CD) + Release Orchestration (Azure DevOps, Git, or TFS).
• Sandboxes/Environment Dev, QA, UAT, Staging, Production.
• Understanding of object-oriented application design and relational database design.
• Strong troubleshooting skills based on logs and user interaction across various devices.
• Scripting skills to prepare reports out of logs or database history.
• Desirable - Experience with AWS CloudWatch logs and other log management systems.
• Desirable - Experience with AWS Log Insights queries.
• Desirable - Terraform Experience on building Infrastructure as Code.
• Experience with Agile/SCRUM methodologies (Aha! and JIRA).
• Perform unit, regression, and performance testing (Junit/Jest).
• Strong ability to accurately estimate project development activities.