Software Support Engineer is responsible for operating and maintaining core production and development applications, ensuring high-quality service delivery to customers and Engineering teams. The role focuses on troubleshooting, continuous improvement, and collaborating with cross-functional teams to enhance processes and product performance, while proactively leading initiatives to strengthen operations and support.
Your responsibilities:- Operate, maintain, and support production and development applications, ensuring high service quality while collaborating with Engineering and customer teams.
- Identify opportunities to improve processes and product support, proposing and leading initiatives to enhance operations.
- Perform planned and unplanned maintenance activities, including software upgrades, patches, and cross-region coordination.
- Troubleshoot and resolve issues across development, pre-production, and production environments, including debugging enterprise code (Java, Python, JavaScript, Bash, SQL).
- Act as an escalation point between Technical Operations and Engineering, managing complex issues and coordinating with cross-functional teams.
- Configure and manage alerting tools (e.g., Nagios, Icinga) and support remote maintenance systems.
- Develop and maintain tools for deployment, automation, and monitoring.
- Document solutions and processes in tools such as Jira, Cherwell, and Confluence.
- Evaluate software solutions and provide recommendations for improvement.
- Provide guidance and training to team members, contributing to knowledge sharing and SME development.
Your Profile:- Hands-on experience with scripting (Python, Bash), familiar with databases, and code review.
- Strong experience in technology roles, with the ability to manage multiple projects, prioritize tasks, and meet deadlines.
- Solid understanding of application architecture, including components, integrations, databases, and CI/CD processes.
- Proven experience in troubleshooting through log analysis and root cause analysis with a focus on continuous improvement.
- Proficiency in Linux environments, networking principles, deployment processes, server configuration, and infrastructure management.
- Knowledge of quality assurance methodologies and ability to analyze processes to identify and implement improvements.
- Participation in an on-call rotation is required.
Our offer to you:- Solving complex problems that improve daily the lives of people around the world.
- Opportunity to work in an international company with cutting edge technologies in a high-growth industry.
- Career growth, stability, and a casual work environment, with a home-based work setup.
- This role offers a competitive salary range of $95,000 - $120,000, based on location, experience, skills, internal equity, and market data. You'll also receive a full benefits package including unlimited paid time off, 11 paid holidays, 401(k), a no cost medical insurance option for employees and eligible dependents and FSA option.
