As a Senior Product Support Engineer, you will be an essential technical resource, providing advanced technical Incident Management assistance to internal teams and support to customers seeking help with our product offerings.
Additionally, you will promote Problem Management practices to proactively address system issues per System Reliability engineering experience.
Essential functions :
- The Product Support Engineer works to resolve escalated issues that arise in production software environments that require advanced technical investigations and knowledge.
- Provide Engineering leadership in Observability, Resilience Architecture, Resilience Testing, and Incident Management.
- Find opportunities to improve system performance and efficiency, scalability, fault tolerance, and monitoring capabilities.
- Improve overall observability in monitoring, metrics, logs and proactive alerting
- Monitoring and Incident Response : Develop and implement proactive monitoring and alerting systems to detect and address issues before they impact customers.
Respond to incidents promptly, diagnose root causes, and implement effective solutions to prevent recurrence.
- Collaborate with development teams, and other internal stakeholders to resolve escalated technical issues promptly.
- Troubleshoot and resolve software integrations, data integrity challenges, and advanced application errors.
- Participate in testing software updates and enhancements, ensuring their quality and compatibility with existing systems.
- Serve as a subject matter expert for our product offerings, addressing complex technical issues reported by customers.
Qualifications :
- 5+ years of experience in technical support, software engineering, or a related technical role.
- Proficiency in troubleshooting web-based applications, database queries, and software integrations.
- Proficiency in Java, JavaScript, SQL, AWS and Python.
- Perform technical investigations of issues using tools : IntelliJ, RabbitMQ, AWS, New Relic, Docker, GitHub, and Slack.
- Strong analytical and problem-solving skills, with an ability to identify and resolve complex technical issues.
- Excellent written and verbal communication skills, with a customer-centric approach.
- Ability to work effectively in a dynamic, fast paced, collaborative environment.
Location :
Cleveland Hybrid (4-days a week in office)
CHAMPtitles is an Equal Opportunity Employer. Qualified applicants are considered without regard to race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), marital status, veteran or military status, sexual orientation, genetic information, gender identity or expression (including transgender status), or any other characteristic protected by applicable federal, state or local laws.
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