Support Engineer

Skills

• Act as the second line of defense to resolve complex technical issues that Level 1 support could not solve. • Use specialized product knowledge and advanced troubleshooting skills to diagnose and resolve technical issues. • Access and interpret backend systems and diagnostic tools to facilitate problem diagnosis. • Document detailed problem information including the specific conditions under which issues occur. • Perform advanced troubleshooting documenting steps taken and their results including any changes to system configuration and application of software updates. • Evaluate and document the potential impact of technical issues including the number of users affected and the implications for business operations. • Replicate and document problem scenarios providing screenshots logs or other relevant evidence. • Collaborate with other teams (such as development or quality assurance teams) to ensure effective resolution of issues. • Escalate issues to Level 3 support when necessary ensuring adherence to established development and release processes to control risk and maintain code quality. • Contribute to the creation and update of technical support documentation ensuring all information is accurate relevant and user-friendly. • Continually update knowledge and skills regarding the product the technologies it uses and effective problem-solving techniques. • Execute definable and repeatable operational tasks as needed to support the continued operation of technology solutions. • Participate in shift hand-off to ensure smooth coverage of ongoing incidents or problems.

Description

There are multiple levels of Support Engineer defined with increasing
levels of expectations and responsibilities as described in the STME
Support Engineer Competency Rubric.

Responsibilities

• • Proven experience in a technical support role, ideally with exposure
• to a Level 2 support role or equivalent.
• • Deep understanding of the product and its associated technologies.
• • Strong problem-solving abilities and the capacity to handle complex
• technical issues.
• • Experience with backend systems and knowledge of how changes to these
• systems can affect the overall product.
• • Excellent written and verbal communication skills, with the ability to
• clearly and concisely document and explain technical issues,
• troubleshooting steps, and solutions.
• • Capability to evaluate and document the business impact of technical
• issues.
• • Excellent team collaboration skills, with experience working
• effectively with different teams and levels of support.
• • Comfort working in a fast-paced, high-pressure environment.
• • Solid understanding of development and release processes, with an
• emphasis on risk management and quality.
• • Commitment to ongoing learning and development in technical and soft
• skills.
• • Ability to write SQL queries to assist in troubleshooting
• • Capacity to interpret and understand code, preferably .NET languages
• • Experience with other tools such as Postman, Dynatrace, Fiddler,
• Splunk, Azure Monitor, Azure DevOps
• • Should be working from Grand Rapids, MI, USA The role might
• occasionally require working after hours and/or holidays / weekends.