Platform Support Engineer

**Platform Support **Engineer** **Platform Support **Engineer**

**Platform Support **Engineer**

Dive into a role where no two days are alike at 360training 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.

But that is not all. 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. This is not just a job; it is a chance to be part of something bigger, to contribute to the shaping of our technological future, and to grow every step of the way. Join us, and be prepared to expand your horizons in an environment that values innovation, continuous learning, and your personal growth.

**Responsibilities**:
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

Platform/System Monitoring:

- Monitor the performance and availability of platforms, respond to alerts and take proactive measures to prevent disruptions
- Collaborate with technical teams to ensure timely resolution to identified issues and address performance issues based on monitoring data

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

Collaboration:

- Work closely with technical and business teams to resolve complex issues and implement improvements
- Escalate incidents to appropriate teams when necessary, ensuring timely resolution
- Adhere to software development standards and maintain high code quality

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 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.