Support Engineer

5 days ago

Thiruvananthapuram Trivandrum India Equifax Full time

Job Description What You'll Do - Work with software development engineers to understand the overall technical architecture and how each feature is implemented - Utilize creative problem-solving skills to assist in technical troubleshooting and analysis for BU reported issues in JIRA - Monitor, maintain systems/applications, look for opportunities to optimize and improve systems - Establishes technical proficiency in design, implementation and unit testing - Respond to assigned tickets/tasks in accordance with SLA guidelines - Handle customer requests, incidents and inbound calls; apply diagnostic utilities and best practice methodology to aid in troubleshooting - Update technical support documentation when required and also perform post-resolution follow-ups to help requests - Perform hands-on fixes at the application, including installing and upgrading software, implementing file backups, and configuring systems and applications. Escalate to Tier 3 any issues unresolved - Collaborate with internal and external teams and stakeholders to drive progress across multiple action items and initiatives - Work effectively in an Agile environment; provide training or demos in the new/existing features What Experience You Need - BS or MS degree in a STEM major or equivalent job experience required - 2-5 years of software engineering experience - Self-starter that identifies/responds to priority shifts with minimal supervision - Software build management tools like Maven or Gradle - HTML, CSS and frontend/web development - Software testing, performance, and quality engineering techniques and strategies - Cloud technology: GCP, AWS, or Azure - Experience in troubleshooting, monitoring infrastructure and application uptime and availability to ensure functional and performance objectives - Demonstrable cross-functional knowledge with systems, storage, networking, security and databases - System administration skills, including automation and orchestration of Linux/Windows using Chef, Puppet, Ansible, Salt Stack and/or containers (Docker, Kubernetes, etc.) - Cloud Certification Strongly Preferred What could set you apart - 2 years of experience of Support Engineering - Strong Communication skills - Diagnose and resolve technical issues related to software, hardware, or network systems. - Analyze logs, error messages, and system data to identify root causes. - Provide timely and effective solutions to users or customers. - Interact with users or customers through various channels (phone, email, chat, etc.). - Guide users through troubleshooting steps and solutions. Escalate complex issues to appropriate teams or specialists. - Maintain accurate records of support interactions and solutions. - Contribute to knowledge bases and support documentation. - Share technical expertise with team members and colleagues

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