Synopsis of the role
As a Product Support Engineer, you will be responsible for verifying, investigating and fixing product configurations, code bugs, user access, product functionality issues of one or more products within Decision Management Product Suite within SLA’s. You will be responsible for supporting multiple applications after core release is delivered in all higher environments across multiple geographic cloud regions. Product Support Engineer will partner with other Product Support Engineers, developers, configuration managers, network engineers and stake holders to triage, troubleshoot and provide necessary resolution steps in above mentioned environments
What you will do
S/he participates in weekly Product Support ticket reviews with internal stakeholders and Decision Management core team.
Support Engineer frequently interacts with stakeholders, delivers support and technical information as needed.
Should be able to trouble shoot by accessing/reviewing logs, file archives, production support applications like Elk, Logstash, Kibana, Splunk, App Dynamics etc.
Participate in the development of code for J2EE software applications.
Professionally respond to Product support tickets and requests on a timely manner.
Follow agile best practices and maintain/improve the work of the agile team.
Constantly keep up with the Development Agile Release activity.
Documents research, stakeholder communication and issue resolution via Runbooks and assists in improving support efforts.
Coordinate with Development, Product Owners, Configuration Management and QA to follow through ticket resolution, testing, deployment of fixes into higher environments.
What experience you need
Bachelor's degree in computer science, information technology or equivalent with relevant 5+ years of industry experience
OR Master’s degree in computer science, information technology or equivalent and 4-5 years of industry experience
Minimum of 5+ years of technical experience working with SaaS applications, logs, configuration, coding and troubleshooting.
Proven aptitude for learning and keeping up with latest Technology.
Strong troubleshooting and debugging skills
Comprehends and gains competency with multiple Decision Management Products/services
Good understanding of Java coding fundamentals and open source technologies.
Desire to keep application knowledge current
Excellent verbal and written communication skills
Strong team player works with stakeholders, internal teams, peers and management professionally.
Experience using tools such as Elk, Logstash, Kibana, Splunk, App Dynamics etc.; Java, J2EE, REST, XML, SQL, JDBC, JSF, Angular, Web services, JUnit; JIRA, Service Desk; Eclipse, Jenkins, Go-CD, Maven; Git/stash; Tomcat, Spring; Cloud technology / AWS
What could set you apart
Ability to verify issues by testing in higher environments, be on-call support for Production Incidents as needed.
Should be able to understand development code for debugging purposes when needed.
Familiarity with support ticketing system and SLA’s
This is a newly created position
Primary Location:
CAN-Toronto-5700 YongeFunction:
Function - Tech Dev and Client ServicesSchedule:
Full timeTop Skills
What We Do
At Equifax (NYSE: EFX), we believe knowledge drives progress. As a global data, analytics, and technology company, we play an essential role in the global economy by helping financial institutions, companies, employers, and government agencies make critical decisions with greater confidence. Our unique blend of differentiated data, analytics, and cloud technology drives insights to power decisions to move people forward. Headquartered in Atlanta and supported by nearly 15,000 employees worldwide, Equifax operates or has investments in 24 countries in North America, Central and South America, Europe, and the Asia Pacific region. For more information, visit Equifax.com.
