Lead Application Support Analyst
|Our client is an innovative software company with offices in North America and Europe. They have a start up like environment that is laid back with a casual dress code, snacks, ping pong/foosball table, great compensation packages and much more! They solve challenging problems with a focus on their customers. They are quickly growing and looking to expand their team in all areas.
Their cross-functional teams work in a fast paced agile environment with continuous integration. Our clients core product enables the federation and personalization of services across desktops, laptops, mobile devices, set-top boxes and smart TVs. This software is currently focused on serving the telecommunications industry enhancing operator service delivery.
Our client is looking for an experienced Lead Application Support Analyst, with client-facing experience, to lead a cross-functional team providing Tier 2 and Tier 3 support for multiple customers. In this role, you will be the first-line of triage, troubleshooting and support for large clients that are using our solutions in production.
o Reporting to the Manager, Customer Support, you will ensure that customer escalated issues are resolved within the timeframes committed to in our Service Level Agreements (SLAs)
o Participate in their on-call program, which includes responsibility for 24x7 support for emergency situations within response times specified in SLAs
o Understand how all elements of the software ecosystem work together, and develop appropriate triage and troubleshooting strategies
o Develop tools and scripts to augment their support capabilities
o Drive issues to resolution by engaging internal teams as needed, including outside of core hours
o Work closely with a cross-functional team of developers, QA analysts and deployment specialists to resolve issues and drive patch releases
o Manage customer-facing issue ticketing and telephone support systems, and interface with internal task management systems
o Develop and deliver training for client organizations to provide Tier 1 and Tier 2 support
o Provide periodic reports to management and customers on topics such as SLA compliances and root-cause analysis of emergency escalations
o Bachelor's Degree in Computer Science or Computer Engineering, or strong technical credentials and equivalent experience
o At least 5 years experience in Customer Support, Quality Assurance, DevOps, Linux Support Engineering, or Field Application Engineering, or a combination of these roles
o Experience with client platforms (iOS/Android/Web)
o Experience with server platforms (REST API, Java)
o Knowledge of Agile methodologies and best practices
o Strong interpersonal and communication skills both written and oral
o Detail oriented with an ability to learn quickly in a dynamic environment
o Ability to stay motivated and drive problems to resolution, while working alone or with a team
o Ability to travel to customer sites (15%)
NICE TO HAVE
o Strong understanding of RESTful APIs and open systems
o Both self-professed and industry-proven master of Linux, from shell scripting to server provisioning
o Real-world experience with large-scale, redundant, carrier grade enterprise software systems
o Experience with VPN and virtualization technology
o Experience with Linux, Tomcat, Redis, MySQL/ MariaDB, Netty, RabbitMQ, NGINX, Hibernate
o Certified Scrum Master
o A firm understanding of IPTV infrastructure, TCP/IP networking, SMTP, SSH, DNS, CDN and network security.
o A passion for technology, learning, and application of new knowledge to drive innovation