Software Application Support Engineer
3 Months ago • All levels • $143,100 PA - $214,500 PA
Software Development & Engineering
Job Description
As a Software Application Support Engineer, you will be an active member of the support engineering team, playing a vital role in establishing and evolving standard practices and procedures. You'll collaborate with engineering teams to prioritize and resolve production defects, requiring you to work non-standard hours to mitigate incidents. You will also participate in on-call rotations, support application and services, take knowledge transition, conduct RCA, and maintain support documentation.
Must Have:
- Partner with engineering teams to fix production defects.
- Support teams during ongoing incident mitigation.
- Participate in on-call rotation for application support.
- Triage and prioritize incidents.
- Conduct RCA and log defects.
- Maintain support documentation and debug issues.
As a member of the support engineering team, you will take an active role in the definition and evolution of standard practices and procedures. - Partner with engineering teams to prioritize and fix production defects. - Work non-standard hours to support your teams with ongoing incident mitigation, which may occur at any time/day of the week. - Share on-call rotation with other team members to support apps and services in scope. - Take knowledge transition from engineering teams for changes being rolled out in production. Assess the need for production monitoring and alert setup. - Triage and prioritize incidents based on the impact, devise and implement mitigation steps to unblock the business. - Conduct RCA, log defects and partner with engineering team for prioritization. - Automation, maintain support documentation and debug sophisticated production issues.
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