Customer Support Engineer

hace 2 meses


Sevilla, España Copyright Clearance Center A tiempo completo

As a Customer Support Engineer, you will be responsible for triaging functional and infrastructure-based incidents reported by Software Professional Service clients, ensuring that outcomes fully satisfy existing Support Agreements and Service Level Agreements.

You will be a part of a Support Team and will interact, on a daily basis, with clients and engineering colleagues distributed geographically.

The Engineer will monitor the health of the infrastructure in which our Managed Services clients' applications live (cloud-based, AWS) and the application itself, and will respond to production (and pre-production) incidents/alerts by identifying a root cause and providing a path to a resolution or escalating to other teams or third parties.

What you will be doing:

Triage of incidents, functional or infrastructure-based

Monitor the Cloud Infrastructure and the Applications

Reactively act on Alerts - Infrastructure and App related

Perform Production Code Releases

Escalation of issues to Third Party / Other teams

Keep up to date the Support Knowledge Base and transition to Support new projects

Maybe accountable for other results and activities as assigned

Requirements:

Bachelor's degree - Software Engineering or Advanced Vocational Education – Systems Administration or similar.

Direct Experience: 1+ year

Linux operation and administration

Java Application Servers (Tomcat). JVM configuration. JMX.

Experienced with BASH Scripting and containerization (Docker, ECS, Fargate)

Jenkins / GitHub / CI-CD

Knowledge of API REST (Postman/Insomnia/Curl), Relational Database Operation, LDAP / AD and SSO / SAML

Background in Centralized logging (Graylog), monitoring & Alerts (Datadog) and JSON/XML manipulation (jq, XSLT)

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