support L0 Engineer

Job Title - Support Engineer L0

Remote

Summary

The Customer Support Engineer is responsible for ensuring designated customers operate with minimal

disruption, and problems are resolved quickly with root cause analysis and fixes being provided where

appropriate to meet the agreed Service Level Agreements (SLAs).

The Customer Support Engineer Lead works closely with our customers support and technical resources,

the Operations and Deployment Engineers, and various other internal departments to provide 24x7

support for the customer.

The Lead role manages and motivates the allocated team members to deliver a differentiated level of

post-production support, including interim & annual reviews input and monitoring of goals of the team.

This role generally works a standard business week, but occasional weekend work / out of hours may be

required.

Responsibilities (Other duties may be assigned.)

• Support and mentor team members on Adherence to Cloud Operations Key Performance

Indicators

• 1

st line of contact for Issue Management escalation

• Ensure process management and runbook accuracy
• Engage with customers in effectively communicating issue status and plan for resolution.
• Provide specific customer reports as requested.
• Responsible for problem management, problem reporting and customer escalations.
• Set expectations with customers relating to the Service and possible associated

commercials.

• Monitor patterns relating to customer release quality and cost with respective Customer

Account Managers.

• Provide out of hours support for bank holidays and weekends when requested.
• Carry out trend analysis for all customer Software Development Lifecycle to help proactively

highlight gaps in customer capabilities and solutions.

Education and/or Experience

• College degree or equivalent work experience
• 3+ years of experience providing system support in a technical environment working with

customers, with special focus in system performance and stability

• 3+ years of experience providing system support in a technical environment working with

projects / customers, with special focus in troubleshooting and issue resolution.

• AWS Certified Solution Architect, SysOps Administrator, OR AWS Certified Engineer

DevOps preferred

• Extensive experience in diagnosing and resolving data issues, ensuring data accuracy and

integrity through advanced SQL queries and validation techniques.

Knowledge, Skills and Abilities

• Proven interpersonal skills with the ability to motivate and coach team members in their day-

to-day roles

• Excellent customer management / communication skills essential both written and verbal.
• A strong decision making and prioritization skillset, with ability to operate effectively under

pressure in dealing with multiple customers.

• Strong appreciation of customer business impact due to application problems.
• Understanding of the software maintenance release lifecycle.
• Strong analysis, design & solutioning skills

Technical Skills

• Strong knowledge of specific technologies is ideal:
• Java, including JEE technologies such as JSP, JDBC, JNDI
• Application servers: Websphere, Weblogic, Tomcat, JBOSS
• Databases: DB2, Oracle, SQL Server
• AWS: CloudFormation, EC2, S3, EMR, ECS, ECR, CodeDeploy, Autoscale,

Cloudwatch.

• Development Tools: Apache Ant, Maven, JUnit, Eclipse, Subversion, Jenkins
• Integration: technologies such as SOAP, REST and WS-* standards

Language Skills

• Ability to speak the English language proficiently, both verbally and in writing