Platform Support Engineer

hace 9 horas

Heredia, Costa Rica 360Training A tiempo completo

**Platform Support Engineer**

As our Platform Support Engineer, you are not just joining a team; you are embarking on a journey where your curiosity and passion for technology will be ignited daily.
You will have the unique opportunity to dissect and interact with a multitude of platforms - from our cutting-edge Learning Management System and its associated ecosystems to our robust Regulatory Management system, our dynamic Commerce platform, and even our engaging Marketing sites.
This role offers an unparalleled variety of challenges and learning opportunities, ensuring that your technical skills are constantly evolving.
We are at the thrilling starting line of transforming our tech stack to be more microservices-oriented and to embrace composable commerce.
This means you will be at the ground floor of this transformative journey, gaining invaluable insights and experiences in the latest technologies and architectural patterns.
We seek a Software Support Engineer to collaborate with the company's support team, focusing on resolving software issues and offering technical aid to clients.
This role entails addressing concerns, troubleshooting, and furnishing detailed solutions.
**Key Proficiencies/Responsibilities**:

- Intermediate proficiency in PL/SQL Queries
- Proficiency in SQL Server Database management
- Entry-level Java programming skills
- Familiarity with DB2 (considered advantageous)
- Understanding of HTML and JavaScript.
**Technical Support**:

- Provide first and second-level technical support for platform related issues, ensuring prompt and effective resolution.
- Collaborate with end-users and technical teams to understand and troubleshoot problems, providing clear and concise instructions or solutions.
- Coordinate with customer support teams for user facing incidents.
- Maintain SLA compliance for established metrics.
**Incident Management**:

- Manage and resolve user reports issues and incidents related to platform outages or disruptions.
- Diagnose and troubleshoot issues, providing timely resolution to maintain service levels.
- Document incidents, knowledge learned through investigation and resolutions in a detailed and organized manner

**Root Cause Analysis**:

- Conduct thorough root cause analysis, including code review, for production incidents and reported issues, documenting findings.
- Collaborate with development teams to address underlying software or configuration issues.
**Documentation**:

- Create and maintain comprehensive documentation for troubleshooting procedures and issue resolution.
- Maintain knowledge base to facilitate efficient issue resolution.
**User Training and Communication**:

- Provide training to end users for reported issues that can be self-resolved or where additional steps performed on their part will facilitate efficient resolution.
**Platform Optimization**:

- Facilitate requests across teams for received optimization/enhancement requests to ensure they are logged and prioritized appropriately.
- Collaborate with relevant teams to implement enhancements and updates.
**Requirements**:

- Bachelor's degree or active studies in Computer Science, Information Security, or a related field
- Experience with Jira Cloud for ticket management and metric reporting.
- Knowledge of cloud platforms and services, preferably Azure
- Excellent interpersonal and communication skills
- Excellent problem-solving and analytical skills
- A commitment to continuous professional development and openness to receiving mentorship.
- Knowledge of web standards (OAuth, SSL, CORS, JWT, etc.)
and an introductory understanding of CI/CD and Agile/Scrum processes is beneficial.

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