Support Engineer
What We’re Looking For:
We are seeking an experienced Engineering Support specialist to join our dynamic team. The ideal candidate will have extensive experience in application support, incident management, database administration, and development, ensuring the smooth operation of mission-critical applications. The role involves collaborating with development teams/QA, and product managers handling change management and proactively monitoring systems to prevent issues.
What You'll Do:
Work on a global team that supports a suite of media intelligence products used by tens of thousands of companies, world-wide.
Manage a pipeline of application support requests and project activities.
Work with development teams, vendors, account managers, and end users to perform root cause analysis of problems and deliver effective solutions.
Translates feedback and documents standards, processes and procedures relating to best practices, issues and resolutions.
Contributes to and/or develops automation techniques and diagnostic tools to improve cross-organizational efficiency.
The ideal candidate will have excellent communication, problem solving and organizational skills. An individual who can work under pressure in a fast paced environment, communicate effectively and provide alternative solutions is likely to succeed.
What You'll Bring:
5+ years of experience in application support professional services, systems administration/engineering or related experience
5+ years of proven experience in troubleshooting methodologies and problem-solving skills.
Experience with ticket management systems (Jira & Confluence, Salesforce)
Experience with SQL and NoSQL databases (MySQL and MongoDB).
Strong ability to troubleshoot and support web applications.
Excellent communication skills (must be fluent in English).
Ability to work collaboratively in a global support environment.
Bachelor's Degree in Computer Science, Information Technology (IT), or related field, and 5+ years technical support, technical consulting experience, or information technology experience.
Preferred skills and experience:
Experience in JavaScript application support and development.
Strong understanding on logging and monitoring tools (Grafana, Coralogix, and Datadog).
Understanding of command line interface (Unix/Linux).
Experience with 3rd party API web services (XML, JSON, REST, and Postman).
Front-end web development experience (Typescript, ReactJS, HTML5, and CSS).
Back-end development experience (AWS, Node.js, and Python).
Exposure to source control platforms (Github)
When You'll Join: As per the Offer Letter.
What We Offer:
Enjoy Comprehensive paid time off options for enhanced work-life balance.
Comprehensive health insurance tailored for you.
Employee assistance programs cover mental health, legal, financial, wellness, and behaviour areas to ensure your overall well-being.
Energetic work environment with a hybrid work style, providing the balance you need.
Benefit from our family leave program, which grows with your tenure at Meltwater.
Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.
Our Story
The sky is the limit at Meltwater.
At Meltwater, we believe that when you have the right people in the right working environment, great things happen. Our best-in-class technology empowers our 27,000 customers around the world to analyse over a billion pieces of data each day and make better business decisions. Our award-winning culture is our north star and drives everything we do – from striving to create an environment where all employees do their best work, to delivering customer value by continuously innovating our products — and making sure to celebrate our successes and have fun along the way. We’re proud of our diverse team of 2,300+ employees in 50 locations across 25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to reach your goals. So, in a nutshell, that's Meltwater. We love working here, and we think you will too.
Equal Employment Opportunity Statement
Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.
All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.
Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.
