JOB TITLE: .Net /Cloud Engineer ( Escalation Engineer)
LOCATION : Plano, TX
DURATION : 6 -12 PLUS MONTHS CONTRACT
SUMMARY:
This position offers a unique opportunity to develop and leverage broad understanding of our products, as well as influence the architecture and code of Client software for the direct benefit of our customers. Provide deep technical troubleshooting and Support for escalated customer issues. Duties include working closely with the Support Escalation team, providing Final Tier support and assisting support team members resolve complex challenges with our solutions. This is a high-visibility and critical role within client. Escalation Engineers commit to staying on the cutting edge of technology and work closely with our development and infrastructure teams.
PRIMARY RESPONSIBILITIES
· Brings a focused, unrelenting mindset to solving problems with the clear goal of helping the customer relationship and reduce reoccurrence of incidents from the same or similar problems.
· Contributes to and participates in major incident bridges where appropriate.
· Maintains troubleshooting triage documentation, process, and tooling for when new problems are reported.
· Owns complex technical internal and external customer issues to resolution. This includes troubleshooting, impact mitigation, incident management for restoration of service, and problem management to reduce or prevent reoccurrence.
· Conducts thorough problem and root cause analysis for presentation to customers and internal stakeholders. Differentiating product defects, configuration, performance, and infrastructure issues.
· Identifies product defects leveraging product documentation, product source code, system and product configuration, logs, network diagrams, etc.
· Provides details via bug reports, user stories and product management discussions on product defects, hotfixes, mitigation methods, infrastructure impact, and other potential code changes; documents clear problem statements, reproduction steps/automation, and acceptance criteria.
· Prioritizes and properly manages demands and expectations across multiple high-profile customer issues. Ensure all cases are handled in accordance with Service Level Agreements (SLAs).
· Shows strong written and verbal communication skills to clearly communicate complex technical issues to both business users and technology teams. Maintains professional demeanor on extended and escalated phone calls to build trust, elicit detail, drive troubleshooting, and deliver RCAs.
· Collaborates with Support Escalation team peers, Operations, Product Management, Engineering, and Customer Success to advocate for and achieve excellent customer outcomes on issues for a global SaaS platform.
· Consistently models the highest levels of teamwork and professionalism. Willing to work beyond a routine 8-5 day, as needed, to bring critical escalations to a successful resolution.
· Documents technical work, code, scripts, and research in a detailed and comprehensive manner to improve the product, departmental expertise, and the support experience for all customers.
· Assist with internal deployments of software for testing releases and customer issues.
· Other duties as assigned.
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
· Bachelor’s degree or equivalent combination of education and work experience in software development.
· 3+ years of experience with C#/.NET/SQL Server technologies for modern web application and REST API development. Supports components written in Microsoft (.NET, IIS, Windows, SQL Server) and open source (Java, Python, Tomcat, Docker, etc.) technology stacks. Creates, modifies, and tests scripts utilizing T-SQL and/or PowerShell for data gathering and data fixes.
· Experience leveraging industry standard logging and/or application performance management (APM) tools (e.g., Splunk, Sumo Logic, Data Dog, or Dynatrace) to isolate issues to reproduce in non-production environments.
· Demonstrated success in a high-growth, fast-paced agile environment. Familiarity with agile and ITIL methodologies is desired, whether via entry level certifications or experience in organizations supporting 24x7 operations, SaaS platforms, and/or Fortune 500 customers.
· Experience working in a sustaining engineering, level 3 support, technical operations, or software development role working with SaaS platforms applications, with a deep knowledge of web and networking technologies highly desired / preferred.
* Excellent Communication is a MUST**
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eDataForce consulting LLC is an Equal Opportunity Employer
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PLEASE FEEL FREE TO CALL: TAS &ndash
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