Job Description

DESCRIPTION
Perfect Order Experience (POE) Team is looking for a passionate, results-oriented, operationally focused Support Engineer to support the fast-evolving and expanding Seller Compliance space. The role encompasses working with a support engineering team that provides support for multiple products and platforms, including engineering development support (root cause analysis, code fixes), customer support self-service (tools development), and business decision-making support (data mining, report generation, scripting). The Support Engineering team comprises world-class engineers with technical skills blending systems and software engineering.
We are looking for a Support Engineer with experience in software engineering support or an equivalent role, with a track record of driving projects to improve software development, business, and customer service support-related processes and technical support experiences. A successful candidate will be an experienced technical team member who is willing to take on challenging responsibilities, has a metrics-focused approach, demonstrates customer focus, and has the ability to lead in multi-functional and fast-paced environments. If you fit the profile, we would love to talk to you.
Responsibilities include working with a team of support engineers, enhancing process and service improvements, monitoring and improving day-to-day operational efficiency, and being self-motivated. The role also involves driving smaller-scope development projects and building custom tools.
Key job responsibilities
Technical Support and Problem Resolution o Diagnose and resolve complex production software issues across multiple products and services o Perform comprehensive troubleshooting and root cause analysis for technical challenges o Provide timely and effective support through ticket management and customer communication
Software Development and Maintenance o Develop and implement operational tools and automation solutions using Ruby, Rails, Java, Python, and shell scripting o Maintain and configure software systems in staging and production environments o Implement fixes and enhancements for internally developed software applications
System Operations and Monitoring o Design and implement monitoring solutions to ensure system reliability and performance o Manage software deployments and support infrastructure in AWS and web technology environments o Create and maintain system and support status reports
Team Collaboration and Knowledge Management o Coordinate support issue hand-offs within the team o Develop and contribute to a comprehensive team knowledge base o Collaborate with cross-functional teams to improve operational excellence
Product and Service Ownership o Take ownership of digital products or system components o Ensure adherence to service level agreements (SLAs) o Coordinate customer notifications and workflow management
BASIC QUALIFICATIONS
- 2+ years of software development, or 2+ years of technical support experience
- Bachelor's degree in engineering or equivalent
- Experience troubleshooting and debugging technical systems
- Experience in Unix
- Experience scripting in modern program languages
PREFERRED QUALIFICATIONS
- Experience with AWS, networks and operating systems
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