Support Engineer III

With over 120 million members, Goodreads is the world's largest site for readers and book recommendations. As a Top 100 web destination, our mission is to help people find and share books they love. Goodreads members can discover new books by seeing what their friends and members of the community are reading or by using the Goodreads Book Recommendation Engine.
Come join us and be a part of Amazon family here at Goodreads. At Goodreads, you will be part of a Goodreads Support Engineering team which provides tier-2 and tier-3 production support.
You will be on a dynamic team that works on a broad range of technologies which impact the back-end infrastructure and operational capabilities of large-scale Goodreads community. As a Support Engineer, you'll also be working in conjunction with development team on production operations to deploy these new products and manage our infrastructure, associated processes and systems.

The Support Engineer is responsible to solving critical problems for large suite of software applications and services. Your solutions will affect our customers directly We believe in "Work Hard. Have Fun. Make History" value by having a strong focus on sharing learning experiences from the front line with the development teams. So the scope of a support engineer is vast and challenging. High Impact production issues often require coordination between multiple Development, Product and Support teams, so you get to experience the breadth of impact with various groups. It'll definitely help for you to be detail-oriented and a skilled problem solver, because you'll also be helping us to streamline our processes and automating them where applicable.

Primary responsibilities include troubleshooting, diagnosing and fixing production software issues, developing tools, automations and monitoring solutions, performing software maintenance and configuration, implementing the fix for internally developed code (JAVA and Ruby with Rails), updating, tracking and resolving technical challenges and improving operational excellence and readiness of the systems.

Some of the key job functions

- Provide support of incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple products, features and services.
- Work on operations and maintenance driven coding projects, primarily in Java , Python or shell scripts.
- Software deployment support in staging and production environments
- Develop tools to aid operations and maintenance
- System and Support status reporting
- Ownership of one or more Digital products or components
- Customer notification and workflow coordination and follow-up to maintain service level agreements
- Work with support team for handing-off or taking over active support issues and creating a team specific knowledge base and skill set

Basic Qualifications:
- 2+ years of software development, or 3+ years of technical support experience
- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems

Preferred Qualifications:
- Experience troubleshooting & maintaining hardware & software RAID
- Experience with REST web services, XML, JSON
- Hands on Java/Ruby/Python and Microservices. Experience on Cloud technology and tools preferably AWS

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