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Software Support Engineer
Support

Software Support Engineer

Type of work
Full-time
Experience
Mid
Employment Type
Permanent
Operating mode
Remote

Tech stack

    English

    B2

    Databases

    advanced

    REST API

    advanced

    Linux

    advanced

    Cloud

    regular

    HTTP protocol

    regular

    Python

    nice to have

Job description

Online interview

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