Customer Support Engineer

As a Customer Support Engineer, you will be responsible for triaging functional and infrastructure-based incidents reported by Software Professional Service clients, ensuring that outcomes fully satisfy existing Support Agreements and Service Level Agreements.
You will be a part of a Support Team and will interact, on a daily basis, with clients and engineering colleagues distributed geographically.
The Engineer will monitor the health of the infrastructure in which our Managed Services clients' applications live (cloud-based, AWS) and the application itself, and will respond to production (and pre-production) incidents/alerts by identifying a root cause and providing a path to a resolution or escalating to other teams or third parties.
What you will be doing: Triage of incidents, functional or infrastructure-based Monitor the Cloud Infrastructure and the Applications Reactively act on Alerts - Infrastructure and App related Perform Production Code Releases Escalation of issues to Third Party / Other teams Keep up to date the Support Knowledge Base and transition to Support new projects Maybe accountable for other results and activities as assigned Requirements: Bachelor's degree - Software Engineering or Advanced Vocational Education – Systems Administration or similar.
Direct Experience: 1+ year Linux operation and administration Java Application Servers (Tomcat).
JVM configuration.
JMX.
Experienced with BASH Scripting and containerization (Docker, ECS, Fargate) Jenkins / GitHub / CI-CD Knowledge of API REST (Postman/Insomnia/Curl), Relational Database Operation, LDAP / AD and SSO / SAML Background in Centralized logging (Graylog), monitoring Alerts (Datadog) and JSON/XML manipulation (jq, XSLT) #J-18808-Ljbffr