L3 Escalations Engineer PeopleAdmin
THIS JOB HAS EXPIRED Job TypeFull Time
You are the missing link. The missing link between Support and Development, that is. You can spot the source of a problem from a mile away and suggest a potential solution to a developer or implementations engineer. You could fix it yourself, but would rather move on to the next challenge or teach others to do what you do. You built a career identifying and solving problems using your technical debugging skills along with a keen instinct, aided by an ever-growing product knowledge, everywhere you?ve been.
PeopleAdmin couples a Rails application with the goal of helping higher education institutions. To that end, our Escalations Engineers are detail oriented, methodical, passionate, driven, curious, and diligent; They?re finding, fixing and teaching daily. They bridge the gap between our Support team and our Development team by training and mentoring our Level 2 Support Engineers and Solutions Engineers while providing detailed analysis of complex bug to be fixed by our Developers.
Our environment is collaborative, coupling L3 Escalations with QA and Development organizations to drive deeper understanding of the challenges of our complex application. We communicate openly and often, using the best tools of the trade.
Above all else, we are a high-capacity, high-throughput escalations team with room to grow and a drive to exceed expectations.
Your primary responsibilities will be to liaise with Development and QA teams to address critical escalated support incidents. You will provide training to the support team on defect triage and troubleshooting best practices. You will coordinate with Development and QA to prioritize maintenance release bugs. You will leverage strong technical acumen and debugging skills with a passion to drive critical support incidents to closure.
?Be the point person for Engineering in bug triage and investigation efforts
?Identify trends in issues to avoid ticket duplication and find underlying root causes
?Provide tips, short cuts, work-arounds and best practice training and techniques to Support and Implementation teams
?Work closely with Development and QA teams on critical escalation and maintenance bugs to identify and debug the root cause while providing guidance on fixing the issue
?Act as a subject matter expert in all areas of product and provide guidance to support, implementation, Engineering and Product Management
?Work with the Engineering team using Agile methodologies to deliver incremental and high quality releases
?6+ years of support experience in an Enterprise Software or SaaS environment
?3+ years of experience as a Level 2 or Level 3 Support Engineer working and addressing critical and escalated customer issues
?Demonstrated ability to work hands-on with -nix, MySQL/Oracle, Queuing services and/or Apache in a SAAS environment
?Working knowledge of Java/J2EE, Ruby on Rails, or other high level programming language is a plus
?Demonstrated ability to consistently drive critical escalations to completion
?Highly detail oriented and well organized
?Strong analysis, debugging and problem-solving skills
?Ability to identify small inconsistencies throughout a complex system
?Excellent interpersonal skills, ability to work effectively as part of a team
?Must be self-motivated and take initiative in performing tasks
?Ability to effectively communicate information, both verbal and written, to end users and management
?Outstanding mentoring skills
?Ability to work under pressure and remain decisive
?Ability to conceptualize problems and provide clear insights
?Ability to read and interpret intent in a large-scale application
?Bachelor degree in Computer Science/Information Systems or an equivalent combination of education and work experience.
Posting Detail Information
Open Until FilledYes
Posting Specific Questions
Required fields are indicated with an asterisk (-).
- How did you hear about this employment opportunity?
University Job Board
If you answered "Employee Referral" or "Other," please provide your referral source.
(Open Ended Question)
How much experience do you have working in a SaaS environment?
Less than 1 year
How many years of experience do you have in this type of position?
||Austin, TX |
THIS JOB HAS EXPIRED