? SSA will be responsible for Production Monitoring and control of assigned products
including but not limited to following tasks:
? KPI/SLA tracking
? Analyzing system performance and availability
? Monitor system alerts
? Initial triage of system issues/alerts
? Incident and escalation management
? Updating system documentation
? Monitor the company's ticketing case system
? Post deployment system monitoring
? Support UAT Testing and utilization of UAT environment for
troubleshooting/reproducing customer facing issues.
? Monitor ticketing system:
? Answer, troubleshoot and resolve various technical issues escalated by internal and
external customers.
? Documentation and Training:
? Contribute to the company and Support Team's knowledge base
? Coordinate with our Technical Training Manager on development and execution of
in-depth training on Support-related tools and processes.
? Working with SMEs on improving technical documentation such as troubleshooting
guides
? Providing technical support to end-users, including training and instruction on system
use.
? Enhance internal processes such as improving issue visibility for API (Application
Programming Interface) users and internal stakeholders through identification and
alerting of priority issues.
? On-call coverage in support of our issue and incident management processes.
? Willingness to work on-call and a rotating schedule, including responding to
after-hours emergencies.
? Other duties as required.
Qualifications:
? BA/BS in Computer Science, Engineering, Information Technology, or
related field.
Relevant experience may substitute degrees
? 4+ years relevant work experience in Technical and/or Application Support
with strong knowledge of API monitoring and troubleshooting.
? Mid-level to advanced experience with databases, SQL, API's – Able to
create queries to retrieve records, an understanding of the underlying data
structures, an ability to interact with, troubleshoot JSON, REACT and REST
APIs
? Experience with Python and PostgreSQL (Postgres)
? Knowledge of networking architectures and protocols (switching, VPNs,
VLANs, multiple ISPs, etc.)
with cross-vendor functionality (Meraki/Cisco,
Unifi, Checkpoint).
? Experience working with AWS Services such as Cloudwatch.
? Test/Validation Experience