Technical Operations Engineer

Salary depends on experience
Posted on 09/21/17
Baltimore, MD
IT Consulting/Services
Salary depends on experience
Posted on 09/21/17

About the opportunity

We are searching for a Technical Operations Engineer to join our Global Support team and support the global Operations organization.This person will strive to bridge the gap between Engineering and Operations with competent troubleshooting ability, analytical skills, coordination, and effective communication.

The ideal candidate has a background indigital advertising, web development and computer programming.He/she is a creative problem-solver, is able to translate complex technical details into business context, exhibits drive to do things efficiently, and excels in a team environment. The role requires collaboration with multiple teams to troubleshoot technical issues and aptitude to extract insights from data analysis. He/she demonstrates excellent organizational skills and the ability to work smoothly under pressure, while managing multiple support tickets.

Job responsibilities

Respond to customer submitted tickets for the Videology Platform

Perform initial triage and dispatch tickets to the appropriate developmentteams for resolution

Provide consistent updates to ticket reporters, while diligently following up with developmentteams to drive issue resolution

Prepare reporting related to ticket inflow analysis and make it available to stakeholders

Acquire operational knowledge of how the platform is used by end-users

Effectively document and communicate Platform Incidents and Notifications to internal stakeholders

Collaborate with an elite group of development engineers and technical experts to troubleshoot issues

Act as a liaison between global Operations and Engineering; understand and provide explanations to non-technical people about the functionality of the different platforms

Debug discrepancies between various systems (internal and external)

Identify trends in quality metrics and feature enhancement opportunities

Contribute to end-user self-help knowledge base by creating FAQ articles

Create and maintain internal troubleshooting documents for commonly reported issues

Validate SQLinserts/updates made by the Business

Validate JSONrequests and responses

Minimum qualifications

BS in Computer Science or Management Information Systems or related field

1to 3+ years’ experiencepreferred in Application Support, Technical Support, and Product Support

Excellent troubleshooting, debugging, documentation, and communication skills

Knowledge of web development languagesand protocols: JavaScript, HTML, XML, HTTP, FTP, etc.

Experience with web debugging tools:

Chrome Developer Tools, Charles, or Fiddler

Familiarity with release planning and SDLC processes

Ability to work under pressure and meet strict deadlines

Good people skills and teamwork abilities

Experiencetroubleshooting and supporting both Windows 7/8/10 and Mac OSX

Preferredqualifications

Prior experience with Atlassian tools suchas JIRAand Confluence

Programmingexperience

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