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Support Escalation Engineer
Support Escalation EngineerNASCENT Technology, LLC • Charlotte, NC, US
Support Escalation Engineer

Support Escalation Engineer

NASCENT Technology, LLC • Charlotte, NC, US
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Join to apply for the Senior Escalation Engineer role at NASCENT Technology, LLC

2 weeks ago Be among the first 25 applicants

Join to apply for the Senior Escalation Engineer role at NASCENT Technology, LLC

Overview

We are seeking an experienced Senior Escalation Engineer to join our team and play a critical role in supporting and enhancing our logistics gate solutions. This role requires a deep understanding of containerized solutions, backend development using Go-Lang , frontend technologies such as React.js , and a solid foundation in SQL Linux , and cloud-based architectures like AWS and Azure . While this is not a developer position, you will bridge support and development, providing expertise in diagnosing and resolving complex issues.

Key Responsibilities

  • Serve as the Tier 3 escalation point for application issues related to logistics gate solutions.
  • Diagnose, troubleshoot, and resolve complex application problems by reviewing code and collaborating with the development team.
  • Mentor Tier 1 and Tier 2 support staff, providing guidance, training, and technical expertise.
  • Collaborate with developers to escalate unresolved issues, ensuring timely and effective resolution.
  • Analyze logs and data to identify trends, root causes, and potential improvements.
  • Maintain documentation on recurring issues, resolutions, and support best practices.
  • Participate in system architecture reviews to ensure supportability and scalability.
  • Ensure uptime and performance of applications within a containerized environment, leveraging tools like Docker and Kubernetes.
  • Stay updated on industry best practices and advancements, especially within the logistics industry.

Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
  • 5+ years in application support or similar role, with at least 2 years in Tier 3 escalation.
  • Proficient in Go-Lang backend development and React.js front-end applications.
  • Advanced skills in SQL for troubleshooting and optimization.
  • Expertise in Linux administration and troubleshooting.
  • Experience with containerized solutions (e.g., Docker, Kubernetes).
  • Familiarity with cloud platforms like AWS and Azure, including deployment and support.
  • Strong analytical and debugging skills focused on application support.
  • Excellent communication skills, capable of simplifying complex technical information.
  • Leadership experience, especially in mentoring support staff.

    • Preferred Qualifications

  • Background in logistics industry, understanding gate or terminal operations.
  • Familiarity with monitoring / logging tools like Prometheus, Grafana, or Splunk.
  • Experience with CI / CD pipelines and DevOps practices.
  • Knowledge of network troubleshooting in distributed systems.

    • Seniority level

  • Mid-Senior level

    • Employment type

  • Full-time

    • Job function

  • Information Technology

    • Industries

  • Truck Transportation

    • Referrals increase your chances of interviewing at NASCENT Technology, LLC by 2x

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