Support Engineer

Remote • Posted 30+ days ago • Updated 13 days ago

Contract Independent

Contract Corp To Corp

Contract W2

Remote

Depends on Experience

Fitment

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Job Details

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

Summary

Role: Support Engineer

Location: Remote

Duration: Long Term

Key Responsibilities:

Advanced Troubleshooting: Serve as the technical escalation point for complex Slingshot issues, performing deep technical analysis to identify and resolve problems.
Incident & Problem Management: Manage and resolve complex customer issues, participating in on-call rotations to respond to critical incidents.
Root Cause Analysis: Drive problem management by participating in Root Cause Analysis (RCA) and contributing to the development of Permanent Corrective Actions
(PCA) to prevent issue recurrence.
Knowledge Contribution: Develop and maintain comprehensive documentation for our internal and external knowledge bases, detailing troubleshooting guides and common
issue resolutions.
Cross-Functional Collaboration: Act as a critical feedback loop to Product and L3 Engineering teams, channeling customer feedback and common issues to foster
continuous improvement.
Mentorship: Provide guidance and mentoring to L1 support engineers, helping to build the technical capacity of the frontline team.
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)

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10121103
Position Id: 8831169
Posted 30+ days ago

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Support Engineer

Dice Job Match Score™

Job Details

Skills

Summary

Role: Support Engineer

Location: Remote

Duration: Long Term

Key Responsibilities:

Advanced Troubleshooting: Serve as the technical escalation point for complex Slingshot issues, performing deep technical analysis to identify and resolve problems.

Incident & Problem Management: Manage and resolve complex customer issues, participating in on-call rotations to respond to critical incidents.

Root Cause Analysis: Drive problem management by participating in Root Cause Analysis (RCA) and contributing to the development of Permanent Corrective Actions

(PCA) to prevent issue recurrence.

Knowledge Contribution: Develop and maintain comprehensive documentation for our internal and external knowledge bases, detailing troubleshooting guides and common

issue resolutions.

Cross-Functional Collaboration: Act as a critical feedback loop to Product and L3 Engineering teams, channeling customer feedback and common issues to foster

continuous improvement.

Mentorship: Provide guidance and mentoring to L1 support engineers, helping to build the technical capacity of the frontline team.

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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