Customer Support Application Engineer

CCC Intelligent Solutions•Chicago, IL

1d•$84,724 - $125,000

About The Position

CCC Intelligent Solutions Inc. (CCC) is a leading cloud platform for the multi-trillion-dollar insurance economy, creating intelligent experiences for insurers, repairers, automakers, part suppliers, and more. At CCC, we’re making life just work by empowering more than 35,000 businesses with industry-leading technology to get drivers back on the road and to health quickly and seamlessly. We’re pushing boundaries with innovative AI solutions that simplify and enhance the claims and repair journey. Through purposeful innovation and the strength of its connections, CCC technologies empower the people and industry relied upon to keep lives moving forward when it matters most. Learn more about CCC at www.cccis.com. The Role The Customer Application Support Engineer will work closely with the Product Development team and Tech Support to ensure reliability, performance, and availability of applications. The role emphasizes incident management and response, monitoring, automation, and collaboration with developers and infrastructure teams to uphold service quality. This role will be supporting a large-scale application environment.

Requirements

5-plus years of hands-on experience in incident & problem management, SLOs, Java code debugging and logs monitoring in Elasticsearch.
Ability to analyze and interpret logs, metrics, and monitoring data to troubleshoot issues
Familiarity with the software development lifecycle and deployment practices
Understanding of Java frameworks, microservices architecture and RESTful APIs
Ability to create and maintain basic automation or scripting (e.g., Java, Python, Bash)
Experience working with SQL for querying and reporting.
Experience supporting CI/CD pipelines and cloud-based environments
Comfortable working in Agile/Scrum environments
Good communication and collaboration skills and be a team player

Nice To Haves

PostgreSQL, MySQL knowledge
Messaging & Services: Kafka, ActiveMQ, Rabbit MQ
Infrastructure: Kubernetes, EKS, MSK, AWS Lambda
Monitoring & Logging: Amazon CloudWatch, Grafana
CI/CD & Source Control: GitHub, Spinnaker
AI Tools: GitHub Copilot, Cursor, ChatGPT

Responsibilities

Customer incident management, debugging and resolution by coordinating with Product development teams as required.
Triaging production incidents with the help of application logs and code base and recommend solutions to Product development teams.
Identify manual tasks and contribute to automation efforts
Participate in incident response and post-incident reviews
Work with developers and QA teams to support non-functional requirements like performance and availability
Collaborate with engineering teams to promote best practices across the organization
Create and maintain operational documentation such as runbooks and playbooks for known issues and own Problem ticket management
Configure and maintain monitoring and alerting tools related to the applications
Understand application and infrastructure health management and recommend improvements to performance and reliability
Join product team ceremonies (e.g., stand-ups) as needed for alignment and support