Development Support Engineer

Vizient•Irving, TX

About The Position

When you’re the best, we’re the best. We instill an environment where employees feel engaged, satisfied and able to contribute their unique skills and talents while living and working as their authentic selves. We provide extensive opportunities for personal and professional development, building both employee competence and organizational capability to fuel exceptional performance through an inclusive environment both now and in the future.

Requirements

Tier 2 triage for production incidents
Investigate production issues involving logs, SQL/data patterns, failed jobs, alerts, workflows, APIs, integrations, reporting, access, configuration, and application behavior
Analyze platform dependencies, workflows, monitoring events, and system health indicators
Identify workarounds, ownership paths, escalation readiness, and supportable resolution options
Create evidence-based escalation summaries and handoffs for Product Engineering, Platform Engineering, or Data Engineering teams
Improve incident intake quality, classification accuracy, ownership clarity, and stakeholder communication
Develop and maintain runbooks, Standard Operation Procedures (SOPs), Known Error articles, diagnostic checklists, and support documentation
Support Root Cause Analysis (RCA) documentation, Problem Records, Corrective Action tracking, and recurring incident reduction initiatives
Partner with Product, Engineering, Operations, other Support areas, and business stakeholders
Reduce avoidable escalations and recurring production issues

Responsibilities

Perform Tier 2 triage for production incidents.
Investigate production issues involving logs, SQL/data patterns, failed jobs, alerts, workflows, APIs, integrations, reporting, access, configuration, and application behavior.
Analyze platform dependencies, workflows, monitoring events, and system health indicators to identify suspected causes and resolution paths.
Identify workarounds, ownership paths, escalation readiness, and supportable resolution options.
Create evidence-based escalation summaries and handoffs for Product Engineering, Platform Engineering, or Data Engineering teams.
Improve incident intake quality, classification accuracy, ownership clarity, and stakeholder communication.
Develop and maintain runbooks, Standard Operation Procedures (SOPs), Known Error articles, diagnostic checklists, and support documentation.
Support Root Cause Analysis (RCA) documentation, Problem Records, Corrective Action tracking, and recurring incident reduction initiatives.
Partner with Product, Engineering, Operations, other Support areas, and business stakeholders to improve operational stability and support processes.
Reduce avoidable escalations and recurring production issues through improved diagnostics, documentation, and operational follow-through.