Sustaining Engineer

Loftware•Portsmouth, NH

55d•Hybrid

About The Position

Loftware is expanding its worldwide 24x7 Sustaining Engineering Team and we are looking for a technically motivated engineer who is excited to experiment, solve problems, troubleshoot complex distributed systems, and invest in stability and scale. We seek a highly motivated Sustaining Engineer who is passionate about supporting, troubleshooting, and resolving complex customer issues, as well as contributing to the long-term stability and supportability of the product. This role involves troubleshooting customer environments for mission-critical applications, spanning various cloud platforms such as AWS and Azure, as well as handling customer on-premise installations. The optimal candidate will have the desire to collaborate with technical teams to support/troubleshoot customer solutions to meet business objectives. The candidate would be an integral part of the sustaining engineering team with the ability to research problems and break them into discrete parts. In addition, the Sustaining Engineer will have the opportunity to expand our monitoring and tooling of the product to continually improve customer satisfaction. This is an excellent opportunity to be part of a team helping to provide excellent customer service to our customers as well as the opportunity expand your skills in the cloud or potentially move into a development role.

Requirements

BS/MS in Computer Science or related field.
Ability to drive complex issues to completion.
Working knowledge of SQL and JDBC.
Ability to track, troubleshoot and identify root cause for product issues.
Ability to recognize patterns to quickly identify customer issues.
Ability to work effectively and cooperatively in a team environment.
Desire for continual learning and personal growth.
Fluency in English, written and spoken.

Nice To Haves

Experience with AWS, Azure, and databases.
Experience with scripting languages
Working knowledge of Java and/or C#

Responsibilities

Investigate and diagnose software issues reported by technical support and professional services teams to help quickly resolve customer escalations.
Improve and iterate documentation of known issues and resolutions to better enable customer facing teams.
Build tooling and automation to better recognize and alert on known issues.
Support the cloud operations and development teams with planned improvement activities.
Participate in an on-call, follow-the-sun rotation to promptly support incidents/escalations 24/7 supporting, troubleshooting, and resolving complex customer issues.

Benefits

Working for the undisputed global leader in a business-critical industry offers unparalleled possibilities.
Our team is made up of the most talented, curious, and inspiring people in their fields, each bringing something unique to the table.
We use the power of the global team.
We set you up for success. We offer comprehensive training to all employees and place an emphasis on employee development.

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