- The Application and Cloud Support Engineer II at Accurate Background, as part of the Cloud Engineering team, plays a crucial role in maintaining and enhancing the performance, reliability, and scalability of cloud-based applications and its infrastructure
- This position involves providing high-level technical support and troubleshooting to resolve complex software issues, ensuring seamless functionality and user experience
- The engineer will also be responsible for monitoring and optimizing cloud resources, collaborating with cross-functional teams to implement updates and enhancements, and contributing to the continuous improvement of cloud operations and infrastructure
Responsibilities
- Troubleshooting: Swiftly identify and remedy Cloud infrastructure and software application issues, delivering prompt and efficient solutions to our clients and users.
- Technical Support: Provide expert technical guidance to users and clients facing application challenges, including hands-on troubleshooting and collaborative problem-solving with other teams.
- Issue Analysis: Skillfully analyze diagnostic data such as logs and error messages to pinpoint the root causes of application issues.
- Communication: Ensure clear, ongoing communication with users, clients, and internal teams, sharing updates and solutions for ongoing issues.
- Documentation: Develop and maintain comprehensive guides and records for known issues and troubleshooting methods, aiding in efficient future problem resolution.
- Collaboration: Engage closely with development teams to highlight and prioritize bugs, share insights on application performance, and foster software reliability.
- Monitoring: Utilize monitoring tools to proactively detect and address potential issues, ensuring minimal user impact.
- Release Management: Actively participate in the release process, ensuring effective deployment and facilitating necessary rollbacks.
- Patch Management: Engage in the patch management process to maintain software integrity.
- Automation: Design and implement automation scripts and tools to enhance efficiency in repetitive tasks and issue resolution.
- Knowledge Sharing: Disseminate knowledge amongst the team, enriching our knowledge base and conducting training to bolster support capabilities.
- Continuous Learning: Remain abreast of the latest technological trends and best practices to continually hone your skills and enhance support processes.
- On-Call Participation: Engage in rotational on-call duties.
- Shift Work: Be prepared for shift work as per organizational needs.
Required Qualifications:
Experience:
- A minimum of 3 years of practical experience in support and development roles and Cloud technologies.
- Between 3 and 5+ years of proficiency in SQL Server, MySQL, and MongoDB, encompassing data query, analysis, update, and troubleshooting.
Knowledge and Skills:
- Demonstrated ability to analyze complex problems, apply critical thinking, and devise effective solutions.
- Proficiency in log analysis, error message interpretation, and use of diagnostic tools.
- Outstanding verbal and written communication skills for effective interaction with various stakeholders.
- Collaborative skills for working with development teams and other support engineers.
- Familiarity with monitoring and logging tools like Datadog, Prometheus, Grafana, or ELK stack
- Strong problem-solving and analytical skills.
- Strong communication abilities.
- Eagerness to learn and adapt to new technologies.
- Basic knowledge of networking protocols and ability to work under pressure.
Preferred Qualifications:
- Familiarity with Java, Python, or other programming languages for application code troubleshooting.
- Familiarity with Cloud Technologies, preferably AWS.
- Experience with automation tools and frameworks.
- Understanding of CI/CD concepts and experience with tools like Jenkins pipeline.
Working Conditions:
- Hybrid working environment with two days a week in the office.
- Periodic on-call duties may be required to address critical issues outside of standard working hours.
- This role will require shift work to accommodate providing support during US Business hours
