Senior Engineer-Applications Support

BAL•Richardson, TX

12d

About The Position

The ideal candidate plays a key role in maintaining and troubleshooting to ensure seamless business operations. This position will be a member of the Cobalt Support team, and will work directly with other Application Support Engineer’s, the Support Manager, and other roles critical to customer service success. The candidate must be experienced with the Software Development Life Cycle (SDLC) to triage issues, deploy defect repairs, and bug fixes.  This position also requires outstanding customer service and communication skills, proven analytical and solutions-driven mindset, ability to collaborate across multiple stakeholder groups, and strong detail-oriented problem-solving skills.

Requirements

Bachelor’s Degree
AWS certifications
5+ years’ experience in .NET web application development
Experience with other components closely related to .NET (SQL, REACT, Web Services, C#, HTML, CSS, ASP.NET, JavaScript, Angular JS, etc.)
Deep understanding and experience in AWS development, infrastructure and network configuration
Expert in SQL Databases and basic network configuration
Expert level skills using code repositories such as Azure and GIT, or equivalent
Hands-on experience with incident management
Experience managing escalation support teams and second level (or above) technical support of complex software and systems
Proven capability of having successfully delivered on support metrics and managed support team
Customer first Mind set and a “Get it done” attitude are critical success factors for this role
Demonstrated ability to provide exceptional internal and external customer care
Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses
Ability to lead change by effectively building commitment and winning support for initiatives
A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards
Demonstrated strong analytical and problem-solving skills
Excellent communication skills, both oral and written
Familiar with Jira, Confluence and ServiceNow.
Hands-on experience with common observability platforms (DataDog, CloudWatch, NewRelic, etc.)

Responsibilities

Oversee projects and responsible for research, development and design of technical solutions to resolve issues
Provide technical support for escalated incidents, ensuring timely resolution of complex issues that cannot be addressed by Tier1 support.
Create project plans, tasks and provide status
Act as subject matter expert of assigned applications.
Work with the team to bring to conclusion customer escalations by working with cross-teams in Support, development Engineers, Product Manager’s, and operations teams.
Plan and implement solutions for technical incidents from detection to resolution
Provide expert advice to other technical support engineers
Drive continuous improvement in early detection / prevention and rapid resolution of technical issues
Oversight and participation in Change Management as it relates to Customer Support.
Fully own Cause of Error (COE) analysis and documentation, from root cause through to preventive actions
Interface directly with software vendors and consultants for development and support
Consult directly with users (or internal proxy for external users) to assess their needs and then create and implement a strategy to improve either the business process or application
Create knowledge base documentation
Create technical documentation for internal department consumption
Serve as leader and/or member to other technical support engineers and contribute to continuous improvement of support processes, tooling, monitoring and documentation.