Application and Cloud Support Engineer II

When you join Accurate Background, you’re an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.

The Application and Cloud Support Engineer II at Accurate Background, as part of the Cloud Engineering team, plays a crucial role in maintaining and enhancing the performance, reliability, and scalability of cloud-based applications and its infrastructure. This position involves providing high-level technical support and troubleshooting to resolve complex software issues, ensuring seamless functionality and user experience. The engineer will also be responsible for monitoring and optimizing cloud resources, collaborating with cross-functional teams to implement updates and enhancements, and contributing to the continuous improvement of cloud operations and infrastructure.

Responsibilities

• Troubleshooting: Swiftly identify and remedy Cloud infrastructure and software application issues, delivering prompt and efficient solutions to our clients and users.
• Technical Support: Provide expert technical guidance to users and clients facing application challenges, including hands-on troubleshooting and collaborative problem-solving with other teams.
• Issue Analysis: Skillfully analyze diagnostic data such as logs and error messages to pinpoint the root causes of application issues.
• Communication: Ensure clear, ongoing communication with users, clients, and internal teams, sharing updates and solutions for ongoing issues.
• Documentation: Develop and maintain comprehensive guides and records for known issues and troubleshooting methods, aiding in efficient future problem resolution.
• Collaboration: Engage closely with development teams to highlight and prioritize bugs, share insights on application performance, and foster software reliability.
• Monitoring: Utilize monitoring tools to proactively detect and address potential issues, ensuring minimal user impact.
• Release Management: Actively participate in the release process, ensuring effective deployment and facilitating necessary rollbacks.
• Patch Management: Engage in the patch management process to maintain software integrity.
• Automation: Design and implement automation scripts and tools to enhance efficiency in repetitive tasks and issue resolution.
• Knowledge Sharing: Disseminate knowledge amongst the team, enriching our knowledge base and conducting training to bolster support capabilities.
• Continuous Learning: Remain abreast of the latest technological trends and best practices to continually hone your skills and enhance support processes.
• On-Call Participation: Engage in rotational on-call duties.
• Shift Work: Be prepared for shift work as per organizational needs.




Required Qualifications:

Experience:

• A minimum of 3 years of practical experience in support and development roles and Cloud technologies.
• Between 3 and 5+ years of proficiency in SQL Server, MySQL, and MongoDB, encompassing data query, analysis, update, and troubleshooting.




Knowledge and Skills:

• Demonstrated ability to analyze complex problems, apply critical thinking, and devise effective solutions.
• Proficiency in log analysis, error message interpretation, and use of diagnostic tools.
• Outstanding verbal and written communication skills for effective interaction with various stakeholders.
• Collaborative skills for working with development teams and other support engineers.
• Familiarity with monitoring and logging tools like Datadog, Prometheus, Grafana, or ELK stack
• Strong problem-solving and analytical skills.
• Strong communication abilities.
• Eagerness to learn and adapt to new technologies.
• Basic knowledge of networking protocols and ability to work under pressure.




Preferred Qualifications:

• Familiarity with Java, Python, or other programming languages for application code troubleshooting.
• Familiarity with Cloud Technologies, preferably AWS.
• Experience with automation tools and frameworks.
• Understanding of CI/CD concepts and experience with tools like Jenkins pipeline.




Working Conditions:

• Hybrid working environment with two days a week in the office.
• Periodic on-call duties may be required to address critical issues outside of standard working hours.
• This role will require shift work to accommodate providing support during US Business hours.




Please note that the above job description represents a general overview of the responsibilities and requirements for the Application and Cloud Support Engineer II position at Accurate Background. Duties and qualifications may vary based on specific business needs and organizational changes.

The Accurate Way:

We offer a fun, fast-paced environment, with lots of room for growth. We have an unwavering commitment to diversity, ensuring everyone has a complete sense of belonging here. To do this, we follow four guiding principles – Take Ownership, Be Open, Stay Curious, Work as One – core values that dictate what we stand for, and how we behave. 

Take ownership.

Be accountable for your actions, your team, and the company. Accept responsibility willingly, especially when it’s what’s best for our customers. Give others every reason to trust you, believe in you, and count on you. Rise to every occasion with your personal best.

Be open.

Be open to new ideas. Be inclusive of people and ways of doing things. Make yourself accessible and approachable, and communicate with genuineness, transparency, honesty, and respect. Embrace differences.

Stay curious.

Stay curious even as you move forward. Tirelessly ask questions and challenge the status quo in your pursuit of new ideas, ways to solve problems, and to continually grow and improve.

 Work as one.

Work together to create the best customer and workplace experience. Put our customers and employees first—before individual or departmental agendas. Make sure they get the help they need to succeed.

 About Accurate Background:

Accurate Background’s vision is to make every hire the start of a success story. As a trusted provider of employment background screening and workforce monitoring services, Accurate Background gives companies of all sizes the confidence to make smarter, unbiased hiring decisions at the speed of demand. Experience a new standard of support with a dedicated team, comprehensive technology and insight, and the most extensive coverage and search options to advance your business while keeping your brand and people safe.