Tier 2 Support Engineer (Ingestion and Platform Processes)

Key Responsibilities: 

• Incident Management: Act as the second point of contact for escalated issues from Tier 1 support teams, focusing on resolving platform and ingestion process-related incidents within SLA timeframes. 

• Technical Troubleshooting: Investigate and diagnose complex platform and ingestion process issues, leveraging monitoring tools, log analysis, issue replication, and troubleshooting methodologies to pinpoint and resolve root causes. 

• Platform & Process Expertise: Gain and maintain a deep understanding of Trax platforms, ingestion pipelines, system architecture, integrations, and data flow to efficiently handle complex support requests and technical challenges. 

• Problem Resolution: Address and resolve technical issues through workarounds, configuration changes, and platform adjustments that do not require code modifications. Escalate unresolved issues to development teams as necessary. 

• Collaboration: Work closely with cross-functional teams, including Platform Engineering, DevOps, and Ingestion Pipeline teams to resolve issues, enhance platform stability, and improve overall system reliability. 

• Documentation: Maintain comprehensive records of support requests, troubleshooting steps, and resolutions in the ticketing system. Contribute to the internal knowledge base by documenting common issues, solutions, and best practices. 

• Monitoring & Alerts: Use monitoring tools (e.g., Nagios, Datadog, Zabbix) to proactively identify potential issues within platforms and ingestion pipelines. Respond to system alerts and take the necessary actions to prevent service disruptions. 

• Continuous Improvement: Recommend and implement process improvements, collaborating with relevant teams to enhance system stability, reduce the occurrence of issues, and streamline response times. 

• Shift Work: Provide 24/5 support coverage, with rotating shifts (including nights and weekends), to ensure consistent platform availability and effective issue resolution. 

Required Qualifications: 

• Bachelor's degree in computer science, Information Technology, or a related field, or equivalent practical experience. 

• Proven experience in a Tier 2 or similar application support role, demonstrating a strong technical background and hands-on experience in troubleshooting complex system issues. 

• Experience with Linux/Unix systems: Expertise in troubleshooting, managing, and maintaining Linux-based systems and applications. 

• Fluency in SQL: Advanced SQL skills, including the ability to write and troubleshoot complex queries to resolve data-related issues. 

• Experience with reporting and analysis (JIRA JQL/SQL ) for analyzing and visualizing system performance, metrics, and trends. 

• Experience with troubleshooting and monitoring tools: Proficiency in tools (e.g. Nagios, Datadog, Zabbix) for log analysis, issue replication, and root cause analysis to efficiently diagnose and resolve technical issues. 

• Familiarity with ticketing systems (e.g., Jira) for managing incidents and tracking progress. 

• Ability to work under pressure and manage multiple tasks in a high-pressure environment, ensuring that issues are resolved efficiently and within established timeframes. 

• Strong communication skills: Ability to articulate technical issues clearly to both technical and non-technical stakeholders. 

• A commitment to continuous upskilling: Proactively seeking out new skills and technologies to stay ahead in the ever-evolving tech landscape. 

Preferred Qualifications: 

• Experience working in an on-call support environment, with demonstrated ability to manage issues outside of regular working hours. 

• Knowledge of cloud platforms (e.g., AWS, Azure) and microservices architecture. 

• Experience with .NET application support is a plus. 

Schedule: 

This role includes 24/5 support coverage, requiring participation in rotating shifts that may involve nights and weekends to ensure consistent platform availability and rapid issue resolution.