Tier 2 Production Support Engineer - Job ID 3072

iconectiv; Bridgewater (MA); Hybrid; USD 97,000 - 140,000; Full time

Job summary

A telecommunications company is seeking a Tier 2 Production Support/Ops Engineer in Bridgewater, NJ. This role involves 24x7 support and requires expertise in troubleshooting Linux, SQL, and customer service. Ideal candidates have 8+ years of experience and must live within 75 miles of the office. Benefits include comprehensive health insurance and 401k matching.

Benefits

Medical insurance

Dental insurance

Vision insurance

401k plan with matching

Paid vacation and sick leave

Qualifications

• 8+ years of customer service experience.
• Experience in application support and troubleshooting.
• Ability to work with SQL and database concepts.

Responsibilities

• Support restoration of applications and services quickly.
• Troubleshoot Linux, networking, and SQL issues.
• Participate in 24x7 on-call rotation.

Skills

Java Application Middleware

SQL

Linux

Technical troubleshooting

Customer Service

Education

B.E. degree in Computer Science

Tools

Red Hat JBoss

Oracle Cloud

AWS Cloud

Grafana

Service Now

Job description

Overview

iconectiv is seeking a Tier 2 Production Support/Ops Engineer. This is a production support role, requiring the individual to be available for 24x7 on-call support as needed, including nights, weekends, and holidays in alignment with incident management protocols. The incumbent will provide end user support of applications and iconectiv products deployed in customer data centers in the USA. This role requires strong customer service and technical troubleshooting skills, with solid IT and communication abilities in a fast-paced environment.

Location: Hybrid - Bridgewater, NJ

Base pay and location

Base pay range: $97,000.00/yr - $140,000.00/yr

Location: Hybrid - Bridgewater, NJ

Responsibilities

• Support the restoration of applications and services as quickly as possible to minimize impact to the customer’s business operations.
• Troubleshoot Linux files, logs, intermediate shell scripting, networking, connectivity, and write SQL queries as required.
• Hands-on experience with local number portability; prior hands-on experience in a similar capacity is required.
• Participate in a 24x7 on-call rotation and respond to major incidents, alerts, and escalations with urgency and ownership.
• Coordinate and perform incident remediation, Disaster Recovery activities, and act as the POC for major incidents when on shift.
• Manage incident responses per ITIL Incident Management process and ensure proper closure and documentation.
• Represent iconectiv in day-to-day operations and liaise between engineering and customers.
• Support calls/tickets related to Customer Service and Application Troubleshooting.
• Assimilate training and gain full understanding of internal processes; participate in discussions on architecture, design, and logic.
• Collaborate with a close-knit team to maintain service quality and reliability.

Qualifications

• B.E. degree in Computer Science, Electronics, or Electrical Engineering preferred.
• Excellent hands-on troubleshooting with Java Application Middleware; experience with Red Hat JBoss Enterprise Advanced Platform, Oracle Cloud or AWS Cloud infrastructure required.
• Strong SQL and database concepts (Oracle, MySQL); ability to write SQL queries.
• Familiarity with Java, SQL, JSON, HTML, JavaScript, Web Services, XML, CSS, Python, Shell; experience with Source Control/Configuration Management tools.
• 8+ years of customer service experience; strong technical troubleshooting and excellent communication skills.
• Application support experience required; strong MS Office skills (Excel, Word, Outlook).
• Strong business writing skills and ability to produce professional memos and reports.
• Experience with reporting, metrics, SLA management, and QA; strong organizational skills.
• Ability to work with Service Now, Jira, or similar ticketing systems; ITIL certification preferred.
• US Citizenship required.
• Hybrid employees must live within 75 miles of the Bridgewater, NJ office.
• Iconectiv does not offer relocation.

Additional Skills

• Experience in complete product deployments and proactive monitoring of application performance, logs, and system health using tools like Grafana, Prometheus, Nagios, or equivalents.
• Develop automation scripts to improve system reliability and reduce manual intervention; document knowledge articles and incident resolutions.
• Participate in change management processes; support production changes, deployments, and patches.
• Lead/root-cause investigations; contribute to post-incident reports and ensure compliance with audit requirements.
• Strong multi-tasking, attention to detail, and ability to work with a diverse, global team.
• Willingness to work in 24/7 environments when needed.
• Develop the ability to sense issues and communicate/escalate effectively.

Benefits: On the first of the month following date of hire, employees working more than 30 hours/week are eligible for medical, dental, vision, disability, life insurance, and participation in the Company 401k plan with company matching and automatic contributions. Vacation days, floating holidays, personal business days, Volunteer Day, paid holidays and paid sick leave are provided.

Note: The statements are intended to describe the general nature of work but are not exhaustive. EOE statement and federal contractor status apply for applicants and employees.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Telecommunications