Technical Support Engineer at Moniepoint Inc. (Formerly TeamApt Inc.)

• We are looking for an Application Technical Support Engineer to provide enterprise-level assistance to our production applications and services.
• You will be responsible for the stability, integrity, and operation of our production applications by supporting, monitoring and driving optimizations while also providing root cause analysis with recommendations for improvements.
• You will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner.

What you'll get to do

• Provide tier two application support to production systems and identify any issue in production.
• Taking ownership of customer issues reported and seeing problems through to resolution.
• Collaborate with product and engineering teams to fix bugs.
• Participate in regular rotations for weekday and weekend on-call coverage, providing emergency support to customers, or working with the SRE team to coordinate incident communications.
• Monitor performance metrics for various production systems, identify root cause for all technical issues and work with the engineering team to resolve them.
• Manage team ticket queue and resolve in a timely manner.
• Develop and maintain accurate technical, software operations and support related documentation.
• Work with software vendors to have application issues fixed, both short term and long term (root cause).
• Act as a technical resource during other projects as required.

To succeed in this role, we think you should have

• Proven work experience as a Technical Support Engineer or similar role.
• Minimum of 3 years experience supporting software applications.
• BSc degree in Information Technology, Computer Science or relevant field
• Experience in a support or other service-oriented customer facing role.
• Experience in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution.
• Experience being on-call and can jump into a complex situation and make sense of and communicate clearly to stakeholders what's going on.
• Basic Understanding of OOP concepts and other programming concepts.
• In depth knowledge of SQL databases particularly MYSQL.
• Familiarity with basic network concepts and tools.
• Experience troubleshooting using stack traces and log file.
• Familiarity with Git and continuous integration, delivery, and deployment principles
• Experience interacting with APIs and troubleshooting related requests.
• Hands-on experience with Windows/Linux/Mac OS environments.