Position Summary:
As a Staff Customer Support Engineer you are passionate about working with your global support network resolving escalated customer product issues. You are intellectually curious with the willingness to learn and grow. Success stems from your experience offering a high level of responsiveness, clarity of communication to customers as you chase down issues to resolution.
Key Responsibilities:
- Drive product quality and strategy
- Hands-on review and testing of product features
- Deep dive analysis – debugging, code level analysis
- Handle Full life cycle support for Level 3 and higher production technical support of Ondot Products
- Experience working with global team and customers in a 24×7 environment
- Have deep technical knowledge of Linux, Java and/or Oracle Databases
- Take the initiative and work independently to meet SLAs and organizational priorities
- Develop and deliver trainings and enhance knowledge base articles
- Facilitate simulation and reproduction issues
- Interface with Integration, Customer Engineering and Engineering and other Delivery teams
Required Education & Experience:
- Great grasp of Linux RHCE / RHCP
- Have experience providing Level 2 or Level 3 technical support for a product company.
- 5 + years’ experience with a background in software development
- Understanding of cloud application architecture, infrastructure
- Development or QA Background in Java Enterprise Applications, Oracle databases, Linux platforms
- Master’s Degree
- Bachelor’s degree
- Excellent communication and leadership skills
- Experience with logging and monitoring tools for cloud native applications
- Experience with supporting cloud applications
- Comfortable with Linux, Java internals at the code level
- Bachelor’s in Computer Science or other technical concentration
- Working knowledge of a DevOps environment