Enterprise Support Engineer: Advanced Production Troubleshooter

Nextens; United States; Remote; USD 65,000 - 109,000; Full time

Job summary

LexisNexis Risk Solutions is seeking an Enterprise Support Engineer to provide advanced technical support for complex production issues across application, container platform, and infrastructure layers. You will own cases end-to-end, reproduce failures, identify root causes, validate fixes, and communicate findings to customers and internal teams.

The role demands deep troubleshooting across Java web apps, REST APIs, databases, messaging, and cloud components, with strong log analysis and

Qualifications

• Experience supporting enterprise web applications, preferably Java-based, in production.
• Working knowledge of Linux/Unix and Windows environments, command-line diagnostics, system outputs, and deployment configuration.
• Understanding of client/server and web app concepts, including HTTP/HTTPS, sessions, cookies, headers, HTML, CSS, JavaScript, connectivity, performance, and timeouts.
• Hands-on experience with Kubernetes and/or OpenShift, containers, registries, Helm, externalized configuration, persistent storage, service discovery, probes, resource management, and deployment troubleshooting.
• Understanding of cloud architectures (Azure, AWS, Google Cloud), load balancers, DNS, private endpoints, firewalls, storage, and managed services.
• Experience writing and debugging SQL and working with Oracle, MS SQL Server, or other relational databases; understand schemas, joins, keys, constraints, indexes, data types, and query behavior.
• Working knowledge of REST APIs, messaging/caching technologies (IBM MQ, Kafka, Redis), and data flows across databases, queues, APIs, files, and object storage.
• Familiarity with SSO, SAML, OAuth, LDAP, certificates, OpenSSL, TLS handshakes, authentication, authorization, tokens, identity-provider integrations; scripting (Bash/PowerShell/Python) and data formats (JSON/XML/YAML) beneficial.

Responsibilities

• Own assigned customer support cases from intake through resolution with logging, prioritization, and SLA adherence.
• Analyze application and container logs, platform events, configuration files, environment variables, secrets, data feeds, database records, and API responses.
• Troubleshoot Kubernetes/OpenShift resources including pods, deployments, services, ingress/routes, namespaces, ConfigMaps, secrets, volumes, and networking.
• Diagnose issues across Java web apps, REST APIs, databases, messaging middleware, object storage, authentication/SSO, TLS, cloud infrastructure, and integrations.
• Distinguish product defects vs configuration/environment issues via root-cause analysis.
• Correlate logs, metrics, events, traces, timestamps, IDs, and symptoms to determine fault.
• Perform reproduction, hypothesis testing, defect validation, and technical troubleshooting.
• Collaborate with internal teams and customers to drive resolution and continuous improvement.

Skills

Enterprise web apps

Linux/Unix

Kubernetes/OpenShift

Cloud architectures

SQL databases

REST APIs

Scripting languages

Identity & Authentication

Tools

Kubernetes

OpenShift

Job description

LexisNexis Risk Solutions is seeking an Enterprise Support Engineer to provide advanced technical support for complex production issues across application, container platform, and infrastructure layers. You will own cases end-to-end, reproduce failures, identify root causes, validate fixes, and communicate findings to customers and internal teams.

The role demands deep troubleshooting across Java web apps, REST APIs, databases, messaging, and cloud components, with strong log analysis and