Support Engineer

Overview

Remote
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - Independent
Contract - 12 Month(s)

Skills

Amazon DynamoDB
Amazon S3
Amazon Web Services
Cloud Computing
Computer Science
Database Architecture
Network Layer
Infrastructure Architecture
Root Cause Analysis
Software Engineering
Technical Analysis
Technical Support
Problem Management
JIRA

Job Details

Role: Support Engineer
Location: Remote
Duration: Long Term
Key Responsibilities:
  1. Advanced Troubleshooting: Serve as the technical escalation point for complex Slingshot issues, performing deep technical analysis to identify and resolve problems.
  2. Incident & Problem Management: Manage and resolve complex customer issues, participating in on-call rotations to respond to critical incidents.
  3. Root Cause Analysis: Drive problem management by participating in Root Cause Analysis (RCA) and contributing to the development of Permanent Corrective Actions
  4. (PCA) to prevent issue recurrence.
  5. Knowledge Contribution: Develop and maintain comprehensive documentation for our internal and external knowledge bases, detailing troubleshooting guides and common
  6. issue resolutions.
  7. Cross-Functional Collaboration: Act as a critical feedback loop to Product and L3 Engineering teams, channeling customer feedback and common issues to foster
  8. continuous improvement.
  9. Mentorship: Provide guidance and mentoring to L1 support engineers, helping to build the technical capacity of the frontline team.
  10. Tools & Process Navigation: Manage the case lifecycle across a suite of tools, including Salesforce, JIRA, Slack, and PagerDuty.
Basic Qualifications:
  • Bachelor s degree in Computer Science, Engineering, or Information Technology
  • At least 4 years of experience in technical support, systems administration, software engineering, or solutions architecture
  • At least 3 years of experience in technical operations related to infrastructure architecture, database architecture, and Data Security
  • At least 3 years of experience with public cloud platforms (AWS strongly preferred, including services like EC2,C2, S3, IAM, and Lambda, DynamoDB and API Gateway)
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