Lead UniData Software Support Engineer (Remote)

FERGUSON

17d•$81,671 - $143,055•Remote

About The Position

Ferguson has an exciting opportunity for a remote Lead UniData Software Support Engineer to join the Software Engineering Quick Response Team within the Ferguson IT organization. This role reports directly to the Manager of Software Engineering. In this role, you will serve as a senior technical escalation resource responsible for supporting and maintaining Ferguson's custom ERP platform, Trilogie. You'll use your deep UniData and UniBasic expertise to investigate sophisticated application issues, perform root cause analysis, support production stability, and recommend solutions that improve system performance and reliability. The ideal candidate is a problem solver who enjoys troubleshooting complex technical challenges, partnering with software engineering teams, and serving as a domain expert for business-critical applications. This role works closely with developers, quality assurance teams, business analysts, support teams, and business customers to ensure the continued health, stability, and effectiveness of Ferguson's ERP systems. This role is approved to be fully remote and can be based anywhere in the United States.

Requirements

Extensive experience supporting applications built on UniData, UniBasic, or other Pick-based technologies.
Strong experience resolving complex application and production support issues in enterprise environments.
Demonstrable ability to perform root cause analysis and drive complex issue resolution across multiple teams.
Experience providing support for applications that use APIs and web services.
Experience interacting with Oracle and/or SQL Server databases.
Experience working in multi-server environments.
Good understanding of high-volume transaction processing environments.
Experience with UniData file structures, dictionaries, triggers, and multi-level files.
Ability to analyze application behavior, troubleshoot code, and recommend technical solutions.
Strong analytical and problem-solving skills.
Ability to communicate effectively with both technical and non-technical audiences.
Experience working within structured change management and support processes.

Nice To Haves

UniData Administration experience.
Ability to write complex UniQuery statements.
Experience supporting large-scale ERP systems.
Experience with application monitoring and operational support practices.
Experience working within ITIL-driven support environments.
Quality Assurance or testing experience.
Excel and data analysis experience.

Responsibilities

Develop a deep understanding of Trilogie, the ERP platform uniquely developed for Ferguson.
Monitor system health and proactively investigate application issues and production incidents.
Serve as a senior-level technical escalation point for complex software and application support issues.
Investigate root causes and manage resolution of application, integration, and system issues.
Partner with software engineering teams to investigate issues, identify root causes, and recommend solutions that improve the reliability and performance of applications.
Answer functional and technical inquiries from support teams and business users regarding application behavior and system functionality.
Solve application, data, integration, and performance-related issues across a complex enterprise environment.
Ensure data issues are accurately resolved while following ITIL procedures for managing updates.
Participate in a rotating after-hours support schedule for critical production incidents.
Collaborate with Software Engineering, Quality Assurance, Business Analysts, and Support teams to ensure application stability and reliability.
Review proposed code changes and provide feedback regarding production impact, system behavior, and supportability.
Document findings, resolutions, guidelines, and known issues.
Share technical knowledge and mentor team members on application functionality and techniques to fix issues.
Find opportunities to improve monitoring, support processes, operational efficiency, and system reliability.