Support Engineer III, DEP Support Engineering

Overview

Support Engineer in DEP leads their Supporting engineering team in identifying opportunities to innovate based on tickets that the team receives. They mentor and coach junior support engineers. They assist their manager in maintaining the productivity levels of their team through automation and refinement of processes.

Responsibilities

• Provide support of incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple products, features and services
• Work on operations and maintenance driven coding projects, primarily in Java, Python, or shell scripts, and AWS technologies
• Software deployment support in staging and production environments
• Develop tools to aid operations and maintenance
• System and Support status reporting
• Ownership of support for one or more payment products or components
• Customer notification and workflow coordination and follow-up to maintain service level agreements
• Work with dev team for handing-off or taking over active support issues and creating a team specific knowledge base and skill set

Basic Qualifications

• 2+ years of software development, or 2+ years of technical support experience
• Experience troubleshooting and debugging technical systems
• Experience in Unix
• Experience scripting in modern programming languages

Preferred Qualifications

• Knowledge of web services, distributed systems, and web application development
• Experience troubleshooting & maintaining hardware & software RAID
• Experience with REST web services, XML, JSON

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