Tier 2, Application Support Engineer

We are seeking a self-motivated, customer-centric individual, responsible for providing second & third level of product support for a software platform supporting the Media & Entertainment industry. You will be working as a support team member, utilizing your technical skills and product expertise by helping to resolve customer reported product issues.

Key responsibilities:

Incident Management:

• Handling and management of second level support tickets (P1, P2, P3, P4s)

• Attending incident conference calls to resolve issues of other components

• Resolving support tickets within the specified time per client agreement

• Following up with development teams for resolving cases

• Investigating issues and log extraction

• Providing workarounds and incident resolutions to customers

Troubleshooting:

• Resolving and isolating problems, liaise with other component teams to isolate problems, update problem records

• Ensuring adherence to SLAs for problem resolution

• Investigating using alerts and notifications & system logs

• Managing and resolving production server bugs

• Identifying the root causes of issues and troubleshooting the problem accurately

• Working on RCA(Root Cause) Action Items, RCA Documentation & RCA updates

• Resolving application outages, and issues impacting multiple users

• Adhering to escalation procedures & following-up with development teams when code changes are required

Change Management:

• Creating Change Requests

• Conducting Impact analysis

• Following-up on activities related to Change Management:

• Working on Pre-Deployment Activities

• Preparing and reviewing implementation plans

• Deploying the code in production platforms

• Testing E2E Support after live deployments

• Deploying live patches

• Conducting Post Deployment Checks, Sanity Testing, etc.

Maintenance:

• Maintaining the batch processes running in the customer environments and all the Upstream/Downstream processes which are critical for the business.

• Contributing to performance improvements by automating scripts.

• Monitoring the log files and log information of the jobs.

• Validating complete Application once deployed in the Production Environment.

Working with Team:

• Creating performance summaries and preparing shift charts

• Escalating issues to the development team when code changes are required, or complex issues are faced.

Other Requirements

The ideal candidate should have 5-7 years of experience in the following areas:

• Domain knowledge in the broadcast industry.

• Exposure to pre-production, production, and post-production workflows.

• Strong Customer focus, with effective organizational and communication skills.

• Background in supporting cloud-based applications.

• L3 Service engineering experience.

• Background in DEV Ops and Tech Ops.

Job Type: Full-time

Salary: $75,000.00 /year

Job Location:

• Culver City, CA

Required experience:

• Level 2, application support engineering: 3 years
• MSQL: 1 year
• C++: 1 year