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Software Engineer - Software Support Specialist x 2

Responsibilities:

  • Engineering
    • Provides engineering expertise to troubleshoot, modify and engineer software solutions and configurations to ensure that the product/solution performs within optimal design specifications.
    • Adheres to change management processes.
    • Ensures that the solution is maintainable, scalable and supportable.
    • Designs, develops and maintains tools/automations to assist in troubleshooting, debugging and support.
    • Uses knowledge of the product/solution/production and available technologies to influence the direction and evolution of the product/solution.
  • Investigation
    • Investigates, debugs and reproduces issues, provides fixes and workarounds, and verifies changes to ensure continued operability of the software solution.
    • Highlights and assists in mitigating risks from technical aspects.
    • Responsible for handling escalations from SW Support Engineers.
  • Analysis
    • Anaylzes production issues from the business and application/code perspective and outlines corrective actions.
    • Performs impact assessment of the production issues and contributes to the Root Cause Analysis of critical issues.
    • Responsible for handling escalations from SW Support Engineers.
  • Team Work and Collaboration -
    • Works as technical focal point with other teams to resolve cross product/solution issues.
  • Technical Ownership
    • Assumes ownership and accountability of specific modules within an application and provides technical support and guidance in problem resolution for critical/ complex issues.
    • Innovation and Continuous Improvement -
    • Brings continuous improvements/efficiencies to software or business processes by utilizing Software Engineering tools, various innovations and techniques and the reuse of existing solutions.
    • Applies automation to minimize complexity, reduce time to response, etc.
  • Quality and SLAs
    • Contributes in meeting various SLAs and KPIs as applicable for the account and unit; for example, responsiveness, resolution, software quality SLAs, etc..
    • Ensures assigned tasks are completed on time and the delivery timelines meet the quality targets of the organization.
  • Communication
    • Communicates with internal/external customers to enhance the understanding of customer problems, and verifies that an appropriate resolution has been applied.

Critical Experiences:

  • 5 years of experience as a Software Support Engineer

Credentials:

  • Bachelors degree in Science/IT/Computers or equivalent

Core Competencies:

  • Builds Valuable Customer Relationships
  • Teaming Across Boundaries
  • Interacts with Respect
  • Displays Confidence and Curiosity
  • Demonstrates Excellence and Professionalism
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