Technical Services Support Specialist: Provides technical support to cross functional teams who are diagnosing, troubleshooting, repairing, and debugging complex computer systems, or complex software. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. Provides support to customer/users where the product is highly technical or sophisticated in nature. Additionally, they must be experts in understanding requirements to translate them into technical solutions that align with our SaaS platform capabilities.
Responsibilities
- Work as part of a fast-paced team to perform object-oriented application development using proprietary SaaS platform as the foundation
- Analyze functional requirements and troubleshoot application code issues utilizing proprietary software, tools, and technologies
- Work closely with other team members and collaborate effectively with clients to implement, enhance, and create fixes to SaaS applications
- Perform investigation/documentation/reporting for customer-impacting or recurring issues
- Communicate effectively with internal teams and key stakeholders both proactively and reactively
- Implement workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion
- Understand and respond properly to escalation procedures; Follow through and assist in troubleshooting after escalating
- Develop and administer necessary scripts & bug fixes to support software configuration
Qualifications:
- Bachelor’s degree preferred, or equivalent work experience, in Computer Science, Management Information Systems or other IT specialty
- Experience solving complex technical problems with creative solutions
- Strong organizational & prioritization skills.
- Effective analytical ability, particularly in a technical environment.
- Excellent written and verbal communication skills.
- 2-3 years of experience in developing or supporting web applications with a strong knowledge of Java/SpringBoot, JavaScript/ReactJS, REST API, PostgreSQL, and SQL Scripting along with other open standards technologies (HTML5, CSS3, AJAX, etc.) for both traditional browsers and mobile devices within extreme use of “Cloud” for development and hosting (AWS)
- Understanding and experience with Cloud based development and hosting
- Source Code Control + Build (CI/CD) + Release Orchestration: AWS CodeCommit, AWS CodePipeline, AWS CodeBuild
- Sandboxes/Environment: Dev, QA, UAT, Staging, Production
- Understanding of object-oriented application design and relational database design
- Experience with Agile/SCRUM methodologies (Aha! and JIRA)
- Perform unit, regression, and performance testing (Junit/Jest)
- Strong ability to accurately estimate project development activities
