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Job description

As an L3 Senior Support Engineer you will join an industry-leading organization in the delivery of our Digital Customer Experience global customer base. This is a class-leading cloud-based portal to provide self-solve and self-service capabilities to IT professionals working with our customers.

The Solution Maintenance, Automation & Reliability Team (SMART) is responsible for the development, enhancement, and maintenance of the Continuous Delivery pipeline (CDP) and support of the overall Support Automation solution. The pipeline includes tools and cloud infrastructure which is designed to deliver our solution rapidly and flexibly to production and into the hands of customers.

Our engineers operate effectively across Continuous Delivery Pipeline, tools, networks, servers, databases plus the support environment and infrastructure.

• Troubleshoots and debugs large scale enterprise applications and various other software-based tools. Partners with lower-level support teams (L1 and L2), internal stakeholders, customers and PN TSS R&D development teams to resolve complex issues.
• This role has a primary focus in areas responsible for maintaining the availability performance and reliability of our Production ecosystem.
• The role involves Support Operations type activities but may also include some scripting.

Qualifications:

• Bachelors or master’s degree in Computer Science, Information Systems, or equivalent knowledge.
• Typically, 5+ years’ experience.

Responsibilities:

• Member of multiple project teams of other support or software systems engineers and internal and outsourced development partners responsible for all stages of design and development of Production ready complex products and platforms.
• Manages and expands relationships with internal and outsourced development partners on software systems design and development.
• Reviews and evaluates designs and project activities for compliance with systems design and development guidelines and standards; provides tangible feedback to improve product quality and mitigate failure risk.
• Provides domain-specific expertise and overall software systems leadership and perspective to cross-organization projects, programs, and activities.
• Responsible for support and troubleshooting infrastructure/application issues with our partner, customers and 3rd part vendors.
• Drives innovation and integration of new technologies into projects and activities in the software systems design organization.
• Request and or help with provisioning of hardware/software Lab based infrastructure (virtual or physical) to emulate customer environments for deep level diagnostics and analysis of complex issues.
• Provides guidance and mentoring to less-experienced staff members and L2 engineers.

Essential Technical Skills and Experience:

• Proven Experience with Linux / Windows Operation systems
• Proven Experience supporting Enterprise Scale Application Architectures
• Proven Experience Supporting Production Based Mission Critical Applications
• Proven Experience with Databases ( SQL / Oracle )

Essential Domain Experience / Knowledge:

• Proven Experience with both supervised and unsupervised learning
• Knowledge of Agile based development methodologies advantageous
• Proven Experience supporting & maintaining Docker technologies advantageous.
• Proven deep level analytical, problem-solving skills and ability for RCA essential.
• Proven Experience debugging complex issues and supporting large scale production-based application architectures.
• Responsible for Level 3 tickets and bringing them to resolution
• Escalate appropriate issues to IT Partners, Product Vendors, Development Teams or Management
• Experience in overall architecture of complex production application and software systems for products and solutions.
• Excellent written and verbal communication skills; mastery in English and local language. Ability to effectively communicate product architectures, design proposals and negotiate options at senior management levels.

Personal Skills and Attributes:

• Ability to work remotely and be available for on-call rotations.
• Ability to communicate effectively to peers and team members
• Ability to work and deliver in global, cross-functional, and virtual teams
• Demonstrate a strong combination of analytical skills, intellectual curiosity and reporting acumen
• Consulting experience / customer engagement skills desirable
• Ability to deliver a high standard of customer service, build strong relationships with customers, partners and stakeholders.
• Constantly looking to self-improve on a day-to-day basis through experiences, training and certification
• Adapts a continuous learning style

We offer:

• A competitive salary and extensive social benefits.
• Diverse and dynamic work environment.
• Work-life balance and support for career development.

Job Types: Full-time, Permanent

Salary: £30,000.00-£55,000.00 per year

Benefits:

• Flexitime
• Work from home

Schedule:

• Flexitime
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme
• Performance bonus
• Signing bonus
• Yearly bonus

Education:

• GCSE or equivalent (preferred)

Experience:

• Technical support: 3 years (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: Remote