Support Engineer

We are currently seeking a highly skilled Senior Support Engineer to join our team, focusing on providing Level 2 support for our Supply Chain Management application, which includes warehouse and transportation management systems. The primary responsibilities of this role involve troubleshooting and resolving technical issues, setting up application monitors, and automating manual activities to improve efficiency. The ideal candidate will have a strong background in retail or supply chain operations, familiarity with IT Service Management (ITSM) processes, and experience with various monitoring and automation tools. 

Requirements  

• 5+ year of work experience in software development and application support 

• Prior experience in a retail or supply chain environment is highly desirable. 

• Strong understanding of IT Service Management (ITSM) processes and tools, such as Zendesk, ServiceNow, or Jira Service Management. 

• Familiarity with the .NET technologies and C# programming 

• Proficiency in scripting languages such as Python or Shell scripting. 

• Experience with API testing using tools like Postman. 

• Familiarity with APM tools like DataDog and New Relic for application performance monitoring. 

• Experience with log monitoring tools like Splunk and Grafana. 

• Knowledge of SQL scripting for data extraction and analysis. 

• Excellent problem-solving and troubleshooting skills. 

• Ability to work efficiently in a fast-paced environment and prioritize tasks effectively. 

• Strong communication and interpersonal skills. 

Responsibilities 

• Provide Level 2 support for the Supply Chain Management application, including warehouse and transportation management systems. 

• Troubleshoot and resolve technical issues reported by users or detected through monitoring tools. 

• Set up and configure application monitors to ensure the performance, availability, and reliability of the system. 

• Identify opportunities to automate manual activities and develop scripts (Python or Shell scripting) to streamline processes. 

• Collaborate with development teams to escalate and resolve complex technical issues. 

• Document support processes, troubleshooting steps, and solutions for knowledge sharing. 

• Work closely with cross-functional teams to prioritize and address support tickets within established SLAs. 

• Monitor application logs using tools like Splunk and Grafana to proactively identify and resolve issues. 

• Utilize APM (Application Performance Monitoring) tools such as DataDog and New Relic to monitor application performance and identify performance bottlenecks. 

• Write SQL scripts to extract and analyze data from databases for troubleshooting and reporting purposes. 

• Provide guidance and support to junior support engineers as needed. 

• Working hours during USA pacific time from 9am to 6pm PST
   

  We offer
  • 100% payroll scheme, benefits by law (IMSS, INFONAVIT, 12+ vacation days)
  • Benefits above the law: Vacation premium 50%, 8 PTOs, 10 guaranteed public holidays per year;
  • Major medical and Life insurance, Dental and Vision plan for an employee and direct family members
  • Medical Emergency Service EMME for employees in Guadalajara
  • 5% savings fund, uncapped (matched by the company in the end of the year)
  • Grocery cards/vouchers (Vales de Despensa)
  • 30 days End of the Year Bonus (Aguinaldo)
  • Opportunity to work on bleeding-edge projects with a highly motivated and dedicated team all over the world
  • Individual career development plan and support from the best experts
  • Professional development opportunities (Linkedin Learning, Cloud certification programs, access to corporate LMS integrated with other learning platforms)
  • Well-equipped office in a business area of Guadalajara (quiet room, games room, air hockey, PS5, Nintendo Switch and Xbox Series X, pool table, ping pong, snacks, smoothies, and much more)
  • Corporate social events (yoga, massages, sport tournaments, discussion panels, technical talks, lunch & learns)
  • Flexible working hours
  • Opportunity to relocate to another country where the company's offices are present.
  
  
  About us
• Grid Dynamics is the engineering services company known for transformative, mission-critical cloud solutions for retail, finance and technology sectors. We architected some of the busiest e-commerce services on the Internet and have never had an outage during the peak season. Founded in 2006 and headquartered in San Ramon, California with offices throughout the US and Eastern Europe, we focus on big data analytics, scalable omnichannel services, DevOps, and cloud enablement.