Chief Resolution Specialist

4 days ago

Aurangabad, Maharashtra, India beBeeResolution Full time ₹ 1,20,00,000 - ₹ 1,50,00,000
Job OverviewAs a Chief Resolution Specialist, you will serve as the critical link between our Support, Engineering and Infrastructure teams. You will play a pivotal role in enhancing customer experience by leading the investigation of production issues in our cloud-hosted application, which comprises Spring-based microservices, ML models, and data pipelines hosted within the AWS infrastructure.We are seeking an exceptional candidate who is passionate about product quality, possesses extreme customer empathy, and is committed to continually improving the quality of our services.Key Responsibilities
  • Investigate production issues raised by customers, Support and Engineering teams
  • Collaborate with Support and Engineering teams to facilitate issue resolution, root cause analysis (RCA), and drive implementation of learnings
  • Create and track progress of problem tickets in Jira
  • Develop incident analysis reports with support from Engineering teams
  • Analyze log files using Datadog
  • Perform basic debugging of REST API calls for investigations
  • Execute SQL database queries to provide additional information for investigations
  • Develop and update knowledge base articles in Confluence
  • Participate in security audits (PCI DSS, ISO 27001, SOC2) and prepare supporting evidence
Required Skills and QualificationsMust-Have Skills:
  • Minimum 8 years of experience in IT (SRE, sysadmin, developer, QA, technical support or similar)
  • University degree in a relevant field
  • Excellent analytical, problem-solving and collaboration skills
  • Basic understanding of systems architecture of cloud-hosted applications
  • Data analysis skills - creating and interpreting dashboards to distinguish between real issues and false positives
  • Project management and documentation skills such as Jira and Confluence
  • Excellent written and verbal communication skills in English
  • Familiarity with cloud infrastructure components
  • Experience with REST APIs and tools e.g. Postman
  • Experience with application logging/monitoring tools e.g. Kibana, Datadog;
  • Experience with SQL, Linux & Network environments
  • Willingness to learn new technical skills
Nice-to-Have Skills:
  • Understanding of basic ML concepts and LLM's
  • Experience with Git or similar version control system
  • Experience with agile software development process
  • Jenkins or similar CI pipeline
  • Bash scripting for Linux
  • Basic skills in software development e.g. Java, Python, JavaScript, Go;
  • Experience with Docker & Microservices
  • Network and application security
  • Working within a PCI DSS environment
BenefitsThis is an engineering position, not a management position. Your work will directly contribute to greater customer satisfaction by providing timely information about product issues. You will also help our Sales teams by answering technical questions about our infrastructure in customer RFPs.Avoid clickbait: Apply now and boost your career Great opportunity for self-improvement. Join us and make a difference

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