Specialist - Software Engineering

The Support Analyst L3 will join the IT Application Support Team to enhance production support capabilities This role involves providing Level 3 support performing root cause analysis on technical problems in both lower tiers and production environments Windows Linux servers and supporting initiatives related to serverapplication upgrades and security The analyst will be part of the critical incident response team for production issues involving SQL AWS OKTA CIAM NET and other technologies and will help support various platforms

Primary Responsibilities Must Have

• L3 Technical Support Troubleshoot and resolve applicationintegrationrelated issues including complex production incidents
• Root Cause Analysis Perform RCA for technical problems across environments
• SQL Expertise Minimum 3 years experience in SQL queries stored procedures query tuningoptimization CRUD operations
• Application Performance Monitoring Use tools like Splunk AWS Cloudwatch and system logs for web application troubleshooting 3 years
• Web Application Server Support Manage IIS Apache web protocols HTTPHTTPS Windows Linux servers preferably NET web apps 3 years
• Web Technologies Understand and troubleshoot webservices XML SOAP REST JSON validate API interfaces and monitor performance
• Support Processes Experience with ticketing tools ServiceNow preferred ITIL concepts SLAs prioritization and documentation
• Cloud Technologies Solid understanding and handson experience with AWS support cloud migration initiatives
• English Proficiency Excellent spoken and written English communication skills
• Collaboration Work within the team and with business stakeholders participate in sunrise meetings to discuss priorities and incidents
• Oncall Rotation Willingness to participate in oncall support for East Coast business hours
• Multitasking Ability to juggle priorities manage multiple requests and switch between topics as needed

Secondary Responsibilities Nice to Have

• Security Tools Knowledge of OKTA CIAM Customer Identity and Access Management troubleshooting skills are a plus
• Virtualization Technologies Familiarity with VDI VMWare Docker understanding of VM environments all onprem servers run on VMs
• ITIL Background ServiceNowITIL certification or background is a plus but not mandatory
• Documentation Detailed documentation of issues and resolutions
• Conflict Resolution Ability to resolve conflicts and prioritize issues effectively
• Enterprise Monitoring Tools Experience with applications that monitor servers and applications
• Large User Base Support Experience supporting medium to large user bases
• Broad IT Knowledge Familiarity with servers network configurations security protocols services and applications
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