Application Support Engineer at Verizon Communications in San Diego, CA

What you’ll be doing...

The IoT Service Management team is responsible for availability, reliability, performance and capacity of IoT applications and end-to-end IoT services. The IoT Availability group within this team is responsible for centralized trouble-shooting of highly complex IoT service and application issues to ensure high availability and reliability of the service to our customers. The team manages and resolves issues generated from automated alarms, customer facing Support teams and internal Product and Development teams. Utilizing their knowledge of IoT service architectures, call flows, support models and processes they analyze the issues to either resolve them or engage and coordinate amongst internal SME teams as needed to assist with issue resolution. All issues are tracked and managed to resolution to meet service level targets including escalation as needed. They create and continuously update knowledge base data and Return-To-Service (RTS) documentation used to troubleshoot and resolve IoT service and application issues to improve the efficiency and speed of resolution. Individuals are needed with technical and analytical experience as well as excellent interpersonal skills and an ability to collaborate with, motivate and drive teams across several organizations to achieve a collective goal. 24x7 on-call availability is a requirement.

• Provide operational support in the development, analysis, and maintenance of systems, software, processes, products or equipment.
• Receive and respond to automated alerts and requests from Tier 1/Tier 2 Operations and customer facing Support teams, Product teams and Development teams to resolve complex IoT service issues.
• Utilize knowledge of IoT service architectures, call flows, support models and processes to engage SME teams as needed to assist with issue resolution.
• Track and manage IoT issues to resolution to meet service level targets.
• Provide timely and accurate notification and updates to both management and other internal groups during service impacting events and major service outages.
• Create and maintain knowledge base data and Return-To-Service (RTS) documentation used to trouble-shoot and resolve IoT service and application issues.
• Must be flexible to work outside of normal business hours and provide on-call support as part of a rotation.

What we’re looking for...

You’re tech savvy, and well-versed in all things telecommunications. Working independently is as comfortable for you as being part of a team. No stranger to a fast-paced environment, you manage multiple assignments, and competing priorities while staying focused on important deadlines. As a strong communicator, you can quickly build relationships with a diverse range of people and explain complex technical issues in a way that everyone can understand.

You’ll need to have:

• Bachelor's degree or two or more years of work experience.
• Three or more years of relevant work experience.
• Working knowledge of SQL queries to mine and analyze data for troubleshooting purposes.
• Working knowledge of Salesforce.com Service Cloud – Case management, Create views, Article Management, Content Library and case management.
• Experience searching server logs for troubleshooting.

Even better if you have:

• Working experience in Telematics and Machine to Machine technologies
• Ability to work with minimum supervision.
• Ability to understand complex solutions and break them down to smaller components.
• Ability to create and utilize knowledge base and RTS documentation as well as logs, monitoring tools, dashboards, scripting, etc to quickly resolve service and activation issues or quickly engage SME’s and manage them to resolve the issues.
• Experience collaborating with experts and teams from functionally diverse groups including operations, engineering, support, and development resources.