Software Support Engineer

About the Role:

We are looking for a Software Consulting Engineer in Support Engineering who will be responsible for diagnosing and solving complex customer issues in large-scale multi-tiered applications, and assisting customers in observing, diagnosing, and optimizing their applications using AppDynamics software.

Responsibilities: 

•   Enthusiastic and self-motivated individual to work in support of Browser and Mobile Monitoring software, and Bigdata platforms like Elasticsearch.

•   The customer-facing engineer who ensures our software works as intended and figures out workarounds in cases it does not.

•   Reproduce complex customer environments to replicate customer issues in-house

•   Work with the engineering and Product Management teams to push customer issue resolution.

•   Build in-house reference lab environments using various technologies (Java, Python, iOS, Android, etc).

•   Conduct knowledge-sharing sessions within and outside the teams.

•   Keep abreast of new tools, technologies, programming languages, and frameworks

•   Comfortable working with Linux and Windows environments for troubleshooting

•   Working on the following tools and Frameworks: Java, .NET, Python, PHP, etc. based applications, Android, iOS, Xamarin, etc. based mobile applications, Elasticsearch based Big Data Analytics solution.

•   Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis.

•   Enable replication and debugging of issues to verify product-related bugs

Requirements:

•   BS in Computer Science or equivalent

•   2-4+ years of experience in Technical Product support, software services and maintenance experience

•   Excellent troubleshooting, debugging, and problem-solving skills

•   Strong communication skills, possessing the ability to support global customers over email or web-ex/screen-sharing

•   Good understanding of operating systems, especially Linux - with ability to navigate, how to run commands/scripts, how to troubleshoot system status like disk usage, RAM usage, etc.

•   Experience working with REST APIs

•   Good understanding of database concepts (MySQL or Postgres or Oracle)

•   Good understanding of various Cloud providers like AWS, Azure & GCP.

•   Good understanding of on-prem deployments/understanding of software implementation,

•   Knowledge/experience with application components (client - server infrastructures),

•   HTTP/HTTPS protocol.

Nice to have:

•   Experience with Kubernetes, Docker, AWS, and similar virtualization technologies,

•   Knowledge of Python; prior experience with Selenium web driver is a desirable skill,

•   Knowledge of JavaScript; prior experience with JavaScript Frameworks like Angular, React, etc. is an added advantage,

•   Familiarity with web or mobile development is desirable,

•   Prior knowledge/experience of working with big data frameworks like Elasticsearch,

•   Understanding and the ability to configure SSL/Certificates and Public Private Key infrastructures is beneficial,

•   Prior knowledge/experience of Java/J2EE and bash and windows scripting are desirable.

Our offer:

•   Workplace: 100% remote 

•   MultiSport Plus

•   Group insurance

•   Medicover Premium

•   e-learning platform