Production Support Engineer

NLB Services; Atlanta (GA); On-site; USD 85,000 - 100,000; Full time

Job summary

NLB Services is seeking an experienced support professional in Atlanta, Georgia, with over 8 years of expertise in L2/L3 production support. The role focuses on troubleshooting, leading customer escalations, and reviewing critical tickets to ensure swift resolutions.

Ideal candidates should possess strong skills in SQL and debugging processes, with a commitment to high-quality support and client satisfaction.

Qualifications

• 8+ years of experience in L2/L3 production support.
• 8+ years of experience troubleshooting application issues.
• 8+ years leading customer escalations to resolution.

Responsibilities

• Attend and lead escalation tickets when necessary.
• Review and act on high severity/priority tickets.
• Create SSRS reports as required by customers.

Skills

L2/L3 production support

Troubleshooting

Leadership in customer escalations

Debugging Stored Procedures

SQL code analysis

Tools

SSRS

SQL Server

Job description

Responsibilities and Qualifications

• 8+ years of experience in L2/L3 production support on scope of applications from Customer Solutions, including Intelligent Reverse Logistics, Intelligent Data Management, Intelligent Analytics, Intelligent Delivery History, Intelligent Inbound and Custom Solutions etc.
• 8+ years of experience in Troubleshoot, collaborating with required team till provides the fixes on the issues on scope of applications
• 8+ years of experience in Represent the scrum calls and handover call from support end
• 8+ years of experience in Lead any customer escalations on their issue till the resolution
• Attend calls with stakeholders as and when required
• Reviewing all high severity/ priority / critical/ escalations tickets and act accordingly
• Lead offshore calls and assist/ clarify offshore team members on their tickets
• 8+ years of experience in Attend escalation tickets, if needed, lead call with customer, understand requirements and fulfill the request.
• 8+ years of experience in Debug Stored Procs, Access DB / SQL code to identify failure points. Correct code, test, and perform handovers to DB / Application team to resolve issues.
• Attending deployment calls with respective stakeholders
• Creating SSRS reports as per customer requirements (on demand basis)
• Monitoring different alerts related to application, SQL jobs, Services, Tasks, Events, Servers, etc and taking corrective action
• Guide offshore team, document SOPs for new/ recurring issues.