L2 SUPPORT ENGINEER

Svitla Systems is a global trusted IT solutions company headquartered in California, with business and development offices throughout the US, Latin America, Europe, and Asia. Svitla is an outspoken advocate of workplace flexibility, an individual approach to our teammates’ professional and personal growth, and a family-like environment. Since 2003 we have served a wide range of customers, from innovative start-ups in California to large corporations like Ingenico, AstraZeneca, and Ancestry. At Svitla, developers work with clients directly, building lasting and successful partnerships. Our global mission is to build a business that contributes to the well-being of other communities and makes a lasting difference in the world. Join us!

The Opportunity

Svitla Systems Inc. is looking for an L2 Support Engineer for a full-time position (40 hours per week) in Mexico. Our client is a company that specializes in providing lodging and accommodation solutions for the airline and crew transportation industry. Established in 1984, they offer a comprehensive range of services designed to streamline and manage the complex logistics associated with crew accommodations, including hotels, transportation, and other related services. The company arranges and manages hotel accommodations for airline crew members during layovers or between flights. It includes negotiating contracts with hotels and ensuring compliance with airline policies and standards. Their end-to-end platform, mobile solutions, and data analytics automate the entire crew and workforce management cycle, enabling them to spend time elsewhere. As the worldwide leader in crew accommodation, they use proprietary technology, unique software solutions, and a highly experienced team to ensure over 41,000 crew members from over 100 airlines rest comfortably every night. The company offers global support with 24 locations worldwide & operations centers in New York, Hong Kong, London, and Sao Paolo, with global teams ready and able to assist 24/7.

While this is not a direct coding role, this individual will have a Java-based web application development background and experience in Linux and AWS infrastructure administration. He/she will have strong technical, analytical, and communication skills. With solid application knowledge, candidates will combine working with clients and colleagues, reading application/system logs and the associated code to troubleshoot issues, and providing solutions and workarounds. Also required are skills with root cause analysis, lasting solutions, commitment to knowledge articles, and always end-user satisfaction. Strong performance in this role can lead to additional opportunities and responsibilities.

Requirements

• About 2 years of experience supporting web-based Java/J2EE applications.
• BSc/BA in computer science, engineering, or relevant field (MSc/MA preferred).
• Knowledge of Spring (MVC, Core, and IOC), Hibernate, Struts, JSF, Node.js, and Linux.
• Knowledge of Apache Tomcat, WebLogic & TomEE.
• Solid understanding of ITIL practices around request, incident, and problem management.
• Solid experience working with ITSM tools like Jira Service Desk or ServiceNow.
• Experience reading and interpreting SOAP/REST-based web services using XML/JSON.
• Familiarity with AWS infrastructure and administration.
• Strong experience with SQL and working knowledge of Oracle.
• Self-motivated and directed to effectively manage concurrent complex tasks under pressure.
• Analytical and problem-solving abilities, with keen attention to detail.
• Business acumen plus learning and applying client business model insights.
• Results-driven individual.
• The ability for team collaboration and technical communication.
• Customer focus.

Nice To Have

Prior airline domain experience, preferably in crew management/service area.

Responsibilities

• Support full lifecycle application development.
• Design, code, and debug software.
• Perform software analysis, risk analysis, and reliability analysis.
• Provide mentorship to develop technical and soft skills for members of the team.
• Participate in software design, architecture, prototyping, and development processes.
• Take part in client requirements and scrum team discussions.
• Maintain production as a primary focus to help ensure every ticket is correctly resolved for the user and documented for continuous improvement.
• Assist with functional/system integration testing support and deployment.
• Prepare queries on demand for all backend reports requested from the database.
• Set up CronJob/automated scripts.
• Assist with all types of issue investigation for the Level 1 team and route them correctly in their investigation.
• Work on escalated items after the primary investigation by the Level 1 team.
• Escalate further after a detailed investigation and for input from Level 3.
• Fix issues and provide possible workarounds without impacting current production.
• Create a JIRA ticket if further fixing or code fix is needed.
• Monitor all email responses by production support and update if any corrective action is needed.
• Observe SWA Team/DASH incidents and work on the investigation to provide possible solutions.
• Ensure all alerts/queues are properly checked and the team responds accordingly.
• Work on code commits if any are needed.
• Collaborate with the Dev team and attend client calls on configuration changes if necessary.
• Be accountable for all queries on escalations via Slack/email/on-call to management.
• Work on deployments on demand.
• Address server issues (QA/UAT/DEV/prod server issues).
• Handle ACES2/ACES3, Southwest, CP deployment, and configuration issues.
• Work on AWS EC2 instance restarts.
• Restart the complete production system and verify all component processes, message flows, etc., on demand.

We offer

• Work with #1 winner of the ‘Best Place to Code’ award!
• US and EU projects based on advanced technologies.
• Legal IMSS contract and competitive compensation.
• Annual performance appraisals.
• Flexibility in workspace, either remote or in our welcoming office.
• Remote work financial support.
• Comprehensive medical insurance including family.
• Life insurance, maternity policy, family days off.
• Christmas Bonus in the amount of 30 days' salary.
• Bonuses for article writing, public talks, other activities.
• 15 vacation days, 25% vacations bonus, 11 national holidays.
• Personalized learning program tailored to your interests and skill development.
• Free webinars, meetups and conferences organized by Svitla.
• Monthly Pantry Vouchers, free office snacks, and drinks.
• Fun corporate online/offline celebrations and activities.
• Awesome team, friendly and supportive community!