Technical Support Specialist

Client: A multinational digital communications technology conglomerate corporation.

Role: Technical Support Engineer

Location: Krakow, Poland (Hybrid)

Duration: Long term project

Job Description:

About the Role:

We are looking for a Software Consulting Engineer in Support Engineering for the End User Monitoring, Analytics, and BizIQ group, who will be responsible for diagnosing and solving sophisticated issues of customers in large-scale multi-tiered applications, understanding how to assist the customer to observe, diagnose, and optimize their applications using AppDynamics software.

Your Core Responsibilities includes:

• Enthusiastic and self-motivated individual to work in support of Browser and Mobile Monitoring software, and Bigdata platforms like Elasticsearch.
• The customer-facing engineer who ensures our software works as intended and figures out workarounds in cases it does not.
• Reproduce complex customer environments to replicate customer issues in-house.
• Work with the engineering and Product Management teams to push customer issue resolution.
• Build in-house reference lab environments using various technologies (Java, Python, iOS, Android, etc).
• Conduct knowledge-sharing sessions within and outside the teams.
• Keep abreast of new tools, technologies, programming languages, and frameworks.
• Comfortable working with Linux and Windows environments for troubleshooting.
• Working on the following tools and Frameworks: Java, .NET, Python, PHP, etc. based applications, Android, iOS, Xamarin, etc. based mobile applications, Elasticsearch based Big Data Analytics solution.
• Resolve customer issues involving code error diagnosis, debugging, validation, and root cause analysis.
• Enable replication and debugging of issues to verify product-related bugs.

Candidates should also have the following preferred qualifications:

• BS in Computer Science or equivalent.
• 2-4+ years of experience in Technical Product support, software services and maintenance experience.
• Excellent troubleshooting, debugging, and problem-solving skills.
• Strong communication skills, possessing the ability to support global customers over email or web-ex/screen-sharing.
• Good understanding of operating systems, especially Linux - with ability to navigate, how to run commands/scripts, how to troubleshoot system status like disk usage, RAM usage, etc.
• Experience working with REST APIs.
• Good understanding of database concepts (MySQL, Postgres, or Oracle).
• Good understanding of various Cloud providers like AWS, Azure & GCP.
• Good understanding of on-prem deployments/understanding of software implementation.
• Knowledge/experience with application components (client - server infrastructures).
• HTTP/HTTPS protocol.

Nice to have:

• Experience with Kubernetes, Docker, AWS, and similar virtualization technologies,
• Knowledge of Python; prior experience with Selenium web driver is a desirable skill,
• Knowledge of JavaScript; prior experience with JavaScript Frameworks like Angular, React, etc. is an added advantage,
• Familiarity with web or mobile development is desirable,
• Prior knowledge/experience of working with big data frameworks like Elasticsearch,
• Understanding and the ability to configure SSL/Certificates and Public Private Key infrastructures is beneficial,
• Prior knowledge/experience of Java/J2EE and bash and windows scripting are desirable.