Support Engineer

  • location: Irving, TX (remote)
  • type: Contract
  • salary: $32 - $42 per hour

job description

Support Engineer

job summary:
Support Engineer needed for contract role with Randstad Technologies client in Irving, TX.

Support Engineers (SE) serve as frontline technical resources for premier, unified, customers and partners via phone, email, chat or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues. As a member of this organization, you will benefit from access to a comprehensive panel of experts as well as the opportunity to work directly with our Development team.

Required Qualifications:

  • 2+ years of technical customer support experience or software development experience
  • 2+ years of technical experience in the following:

    • Open-source software (OSS) development experience in two or more of the following: Java, Python, Node.js, PHP, or Ruby.
    • Deep experience with HTTP web servers in two or more of the following: IIS, Apache, Tomcat, Nginx, or Gunicorn.
    • Knowledge of database technologies in one or more of the following: MSSQL, MySQL, MariaDB, MongoDB, PostgreSQL, Redis, and CosmosDB a plus.
    • Technical experience in continuous integration (CI) and continuous deployment (CD) with one or more of the following: Azure DevOps, Jenkins, Oryx, Git, Github, Bitbucket.
  • Preferences

    • Understanding of how HTTP requests are handled end-to-end including HTTP headers, cookies, etc.
    • Understanding of programming concepts such as call stacks, threading, synchronization, performance-related concepts and debugging.
    • Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions.
    • Knowledge of enterprise solutions utilizing Java or Python.
    • Experience of back-end or full-stack development in a team environment.
    • Knowledge of Azure App Services or other Cloud Services is an added advantage.
    • Experience in many of these desirable areas:
    • Deep experience with Open-Source Web technologies, Shell Scripting, troubleshooting, and developing with Linux, Nginx, Apache, Tomcat, Nginx, and Gunicorn.
    • Experience with custom Docker images and troubleshooting Docker.
    • Knowledge of Docker orchestration tools (Kubernetes, OpenShift, Docker Swarm, Apache Mesos, Azure Kubernetes Service (AKS)).
    • Experience with micro-services is a plus.
    • Troubleshooting skills in TCP/IP Network, DNS, SSL/TLS.
    • Familiarity with packet sniffers: Wireshark, Fiddler or Network Monitor/Message Analyzer
Preferred Qualifications:

  • BS in computer science or engineering preferred
  • Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions.
 
location: Irving, Texas
job type: Contract
salary: $32 - 42 per hour
work hours: 8am to 5pm
education: Bachelors
 
responsibilities:
  • Represent and communicate with corporate customers via telephone, written correspondence, or electronic service regarding problems identified in software products, and manage relationships with those customers.
  • Be flexible to work in different shifts.
  • Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs; may involve writing code.
  • Acquire & coordinate resources from other groups as needed to resolve customer issues.
  • Manage hot issues by setting customer expectations, devising action plans, and professionally communicating to all parties involved.
  • Share knowledge with other engineers and develop customer solutions efficiently.
  • Communicate technically complex information with developer customers via telephone, written correspondence, and electronic services.
  • Continually learn technologies and develop deep expertise in products. Apply that knowledge to real-world programming problems.
  • Create advanced technical content includin Knowledge Base articles, samples, whitepapers, and training.
  • Own and Participate in regular technical triage meetings to share knowledge with other engineers and help them develop efficient solutions to their customers.
  • Drive resolution of critical situations (CritSits) and ensure smooth execution through the life of the crisis by adherence to processes and guidelines.
 
qualifications:
  • Experience level: Experienced
  • Minimum 3 years of experience
  • Education: Bachelors
 
skills:
  • Technical Support

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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