Intermediate Application Support

Global Relay • Vancouver, BC

67d • $85,000 - $100,000

About The Position

As an Application Support Specialist, you will be responsible for the availability and reliability of Global Relay’s services that are used by 23,000 customers in 90 countries, including 22 of the top 25 banks. The role involves ensuring all services exceed availability targets, have in-depth monitoring and are proactively managed. The Application support team will be responsible for triage, troubleshooting and restoration of service when incidents do occur.
As an Application Support Specialist, who has experience of running business critical services, you will exhibit technical competence, be data driven and able to utilize your knowledge and experience to troubleshoot complex services. You will be responsible for ensuring Production incidents are managed to full recovery while mitigating customer impact at the earliest opportunity. Collaborating with other teams including Customer Support, Software Development, DevOps and Operations teams to ensure that all services are continually maintained and operated to the highest standards.
Core to success in the role will be proactive identification for improvements to stability, service recovery, observability and delivery of new components. Developing in-depth product knowledge, you will be able to apply this to all aspects of being an Application Support Specialist to make informed decisions, provide in-depth analysis and drive all aspects of service improvement.

Requirements

• 3-5+ years’ experience as a SRE or Application Support Engineer or similar role
• Bachelor's degree in computer science or related field
• Scripting ability in PowerShell, Python, etc.
• Understanding of software systems concepts such as networking, firewalls, protocols, databases and more
• Java debugging exposure – ability to complete thread dumps
• Experience with monitoring solutions
• Splunk experience – creating dashboards, reports, events & analysis
• Awareness of software delivery practices (CI/CD)
• Experience troubleshooting connectivity issues: TCP/IP, DNS, Telnet, Trace Route, TCP dump
• Awareness of load balancing technologies such as HA Proxy, Nginx, F5
• Experience of collaboration technologies: email, archiving, instant messaging

Nice To Haves

• Exposure to supporting voice / SMS technologies (nice to have)

Responsibilities

• Service Reliability: Proactively identifying risks to service and remediate them. Reduce risk from deployments by improved use of resilience and ensuring appropriate testing of releases pre and post deployment. Provide support and troubleshooting when service incidents occur. Improve time to recover from service impacting incidents. Identifying trends and root causes to reduce volume of incidents.
• Automation: Identify and deliver on opportunities to use automation to increase efficiency, reduce toil and drive service availability. Use automation and orchestration techniques to provide repeatable solutions and reduce risk of mis-operations.
• Observability: Monitor and ensure smooth operation of all production services. Identifying gaps in coverage and improving observability of Production services. Ensuring appropriate events are generated for service failure or degradation scenarios. Responding to events and alerts in timely manner managing through to resolution.
• Knowledge management: Continuously improving the knowledge of the Application Support team to become subject matter experts on the Product and the technology that runs it. Collaborating with other teams to understand how underpinning services support the Products. Identifying opportunities to share knowledge and decrease the time it takes to resolve customer related incidents.

Benefits

• comprehensive extended health benefits program, including virtual healthcare and a wellness allowance
• Employees also receive annual allotted vacation days, which increase based on tenure.
• Paid sick days
• maternity/parental enhancement program
• bonus
• RRSP contribution matching program
• subsidized meal program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level