Product Support Engineer
Category : Information Technology
Location/City : CA - Glendale
Job Type : Contract
Salary Range : 45.00 - 50.00 per hour (Contract)
Recruiter Name : Justin Allen
Recruiter Email : firstname.lastname@example.org
Working closely with development, QA, Infrastructure and product management teams to support/trouble shoot customer facing products related issues.
First line of contact for customer questions/problems regarding their requests, deliveries, etc.
Manage user accounts, such as permissions, resetting password, vendor configuration, etc.
Some level of production release support
Work with the business users and product management team to curate asset metadata using data migration scripts.
Develop tools to assist the product support team to efficiently resolve issuers.
Conduct problem identification and resolution related to products that handle distributed production, post-production and distribution workflows.
Identify the root cause of product related issues of a state-of-the-art SOA execution environment, including services, integrations and orchestrations. Classify the issues as application, infrastructure, or end user.
Analyze the issue and take correct course of action to resolve the issue with minimum guidance or supervision, or coordinate corrective action with team members as necessary
Proactively build knowledge base articles and documentations with findings from issue resolution
Software and system troubleshooting and root cause analysis. Demonstrated strong analytical skill and skills in root cause problem identification and resolution
Excellent verbal and written communication skills, and customer service skill
Network troubleshooting skills and good knowledge of key network protocols such as TCP/IP HTTP/HTTPS, SSL, SSH and so on.
Good understanding of Agile development methodology
Good interpersonal and relationship building skills, a good team player is must.
A 2 year degree in technology, engineering or science. A bachelor degree or equivalent in Computer Science degree is definitely a plus
1+ years experience in supporting large scale web applications
Basic software development skills in Java, web services and SQL is a plus
Good fundamental understanding of Spring/Hibernate, NodeJS, MongoDB, ReactJS