Tier 3 Support Engineer

Tier 3 Support Engineer

Chennai, India

The Opportunity: 

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com. 

We are looking for a motivated, technically-savvy and customer service-oriented Tier 3 Support Engineer to join our Chennai, India Technical Support team. This position primarily interfaces with our Tier 2 Support, Service Delivery and Product Development teams.

Primary responsibilities will include:

• Providing multi-level database troubleshooting and technical support to Tier 2 Client Support staff
• Working closely with Tier 2 Client Support staff as well as act as interface between Tier 2 and product development/engineering/third party vendors
• Working closely with Product Development and implementation teams to resolve client issue
• Performing fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues along with bug tracking and resolution
• Addressing software defects and advanced customer issues with timely resolutions
• Working with QA, Development, and Operations teams on understanding of issues and steps needed to resolve the issues
• Suggesting enhancements to the existing algorithms and services.

• Effectively communicate and collaborate with different team members to help inform one another about how to create features without jeopardizing other application or product areas.

The Candidate:

Required skills/qualifications:

• Bachelor’s or Master’s degree in Computer Science or Software Engineering preferred
• 2-5 years of experience in software development
• Excellent analytical and problem solving skills
• Excellent interpersonal skills and ability to work in teams
• Exceptional listening, written and verbal skills
• Proficient in Software Engineering Principles, Database Design, Web application development (preferably in Java/J2EE WebLogic, Struts, Tomcat)
• Proficient with multiple computer operating systems – UNIX/Linux and Windows
• Proficient in web technologies (HTML, CSS, JavaScript, HTTP, XML, SOAP)
• Understanding of Database structures and database administration principles
• Demonstrated ability to work with both technical and non-technical individuals, in gathering information and communicating direction
• Excellent analytical and problem solving skills
• Excellent interpersonal skills and ability to work in teams
• Exceptional listening, written and verbal skills
• Fluency in written and spoken English

Preferred skills/qualifications:

• Familiarity with Databases in a Java application environment
• Knowledge of Oracle, Postgres and MS SQL Database environments
• Knowledge of clustered environments and Load balancer configuration
• Experience with deep-dive analysis of enterprise products running on AWS utilizing Application Performance Monitoring tools such as New Relic or VisualVM
• Experience working with a global team
• Previous experience in the education industry and e-learning technologies

• Knowledge of Unix Shell scripting

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.