Job Purpose: The Support Engineer Sr is a key contributor to the stability and resilience of production systems, providing expert-level support and rapid issue resolution. This role bridges technical operations and development, ensuring seamless software deployments and effective troubleshooting across environments. With deep cross-functional collaboration and 24/7 Tier 3 support responsibilities, the Support Engineer Sr plays a vital role in maintaining business continuity and system performance.
Essential Duties - Lead the monitoring and management of support tickets, ensuring timely resolution, proactive escalation, and continuous improvement of support workflows and SLAs.
- Own the investigation and resolution of complex production incidents, performing root cause analysis and driving long-term corrective actions to ensure system reliability and performance.
- Oversee environment administration across the Software Development Life Cycle (SDLC), enabling seamless development, testing, and deployment through robust infrastructure support and automation.
- Design, develop, and maintain deployment and automation scripts, optimizing production workflows and reducing manual intervention through scalable solutions.
- Deliver advanced data analysis and reporting, generating actionable insights for internal stakeholders and external clients to support strategic decision-making.
- Author and maintain comprehensive runbooks and operational documentation, ensuring clarity, consistency, and readiness for incident response and routine procedures.
- Coordinate installation and configuration of hardware, operating systems, and software applications, ensuring alignment with enterprise standards and performance requirements.
- Document and maintain system architecture, implementation plans, and technical workflows, supporting transparency, scalability, and cross-functional collaboration.
- Lead efforts to identify, assess, and remediate security vulnerabilities, ensuring compliance with regulatory standards and safeguarding system integrity.
Knowledge, Skills, and Abilities: - Extensive experience with Linux/Ubuntu systems and command-line operations
- Strong understanding of networking protocols including DNS, TCP/IP, OSI model, and load balancing
- Create comprehensive documentation and deliver training to support and Tier teams
- Analyze system logs, error messages, and network traffic to identify and resolve root causes
Minimum Qualifications:- High school diploma or GED
- 5+ years of professional experience in IT operations
Preferred Qualifications: - Advanced knowledge of and expertise in managing Snowflake
- Strong understanding of relational (SQL/PLSQL) and non-relational (NoSQL) databases
- Advanced knowledge of automated software deployment methodologies and tools (e.g., Git, SALT)
- Advanced Linux expertise including CLI, filesystem management, and system diagnostics
- Advanced experience with Java application environments including Apache, Tomcat, JBoss, and NGINX
- Advanced knowledge of networking protocols including DNS, TCP/IP, and load balancing
- Proficient in ELK Stack (Elasticsearch, Logstash, Kibana) for monitoring and log analysis
- Working knowledge of Python
- Working knowledge of Postgres
- Proactive monitoring to identify and resolve potential issues before they impact performance.
- Security - Minded with a strong focus on protecting infrastructure and data integrity.
- Process-oriented with the ability to create and follow efficient, repeatable systems
- Detail-oriented to accurately document and execute procedures. Accuracy in documentation and execution of procedures.
- Collaborative mindset to work effectively with internal teams and align with company strategy.
Physical Requirements:- While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
- Occasionally, this position may need to reach, stoop, or kneel.
Salary and Benefits:At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.
- $109,264.77 - $124,561.83 per year
- Health Insurance
- 401(k)
- Disability
- Life Insurance
- Paid Time Off
- Voluntary Benefits
