Support Engineer, Sr. Associate

Responsibilities

• Respond to basic support queries with promptness and professionalism.
• Troubleshoot and log stand issues encountered by users.
• Escalate intricate problems with comprehensive documentation.
• Delve deep into complex issues that have been escalated.
• Collaborate with engineering and data teams to determine root causes and derive solutions.
• Propose platform enhancements based on patterns of recurring issues.
• Provide guidance and troubleshooting assistance to teams developing data products.
• Collaborate to ensure seamless integration of data products with the PADS platform.
• Develop scripts, tools, or minor enhancements to facilitate better integration and performance of data products.
• Recommend best practices and enhancements for data product performance and reliability.
• Documentation and Training:
• Consistently update and maintain support documentation.
• Conduct training sessions for both platform users and data product development teams.
• Monitoring and Reporting:
• Oversee system health, performance, and security.
• Produce regular reports detailing support activities, system health, and areas for improvement.

Requirements

• Bachelor's degree in computer science or related field.
• A minimum of 5 years of experience in a technical support capacity.
• Solid understanding of cloud architecture and design principles.
• Demonstratable proficiency in troubleshooting, performance tuning, and problem-solving.
• Effective communication abilities, both written and verbal.
• Basic skills in TerraForm, Kubernetes, Azure, GitHub and Snowflake.
• Development experience in Java and Python.

Preferred

• Prior experience in a DevOps role using ADO.
• Familiarity with current data tools and platforms.