Support Engineer/Technical Analyst

Data Recognition Corporation•Maple Grove, MN

1d•Hybrid

About The Position

The Support Engineer serves as a contact for questions on the inner workings of the applications supported by DRC from both a business and technical perspective. Also partners with business liaisons to translate software requirements, contingencies, best practices to ensure high level program delivery. Also partners with software developers, support and QA analysts to develop logical technical processes. In addition, performs technical support, basic cost-benefit calculations, interdependency analysis, and prioritization exercises related to systems changes. This role will require the ability to communicate across all levels of the company and on-site with clients. This role also requires someone who is proactive, a self-starter and has a proven track record to work independently with minimal supervision and collaboratively with a team. A successful candidate thinks beyond current knowledge and existing assumptions to explore new solutions and strategies, solve potential issues and has the understanding of and experience with providing exemplary customer and systems support.

Requirements

3+ years of broad Information Technology experience with demonstrated progression of responsibilities
Strong phone support experience
In-depth understanding of software development methodologies
Experience using SQL (query writing and scripting)
Proven experience in an IT support/system support role with increasing responsibility including systems administration and monitoring and network troubleshooting
Assist in monitoring critical applications and systems
Excellent communication (verbal & written) skills with varied audience, including Executive Leadership and DRC clients
Strong situational analysis and decision making skills
Experience planning and deploying business and technology capabilities
Systems thinking ability (understand how parts interact with the whole)

Nice To Haves

Exposure to AWS or similar cloud technologies
Demonstrated experience writing software requirement specifications and test specifications
Ability to work across many business, technology and application groups
Experience planning and deploying business and technology capabilities
Experience troubleshooting application, network, and client/server issues
Excellent problem solving skills

Responsibilities

Review production issues as they occur for a holistic analysis of the impacts and possible causes
Understand, provide insight and possible documentation (or assist those that will document) for the system of the test engine (from IDEAS through reporting)
Interact with Level 2 to understand issues
Interact with Level 3 to understand system design
Participate in issue investigation and determination of appropriate area for resolution
Provide recommendations for future system design enhancements to address issues
Act as liaison between client, Level 2, Level 3 and the Product Support management
Partner with business liaisons and technical teams to understand and define system goals and technical system requirements
Assist technical groups in revising logic for performance efficiency
Participate in system and user acceptance testing efforts
Assist business liaisons and evaluate cost-benefit and ROI
Understand system interdependencies and collaborate with project teams accordingly
Systems administration, systems monitoring, and network troubleshooting