Product Support Engineer 2017-06-05T20:39:38+00:00
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Product Support Engineer
at OrangeGrid (View all Jobs)
Brea, CA

 

As an Application Support Engineer, the candidate will be responsible for ensuring the uptime and availability of the OrangeGrid SaaS offering through the use of proactive monitoring, troubleshooting, and problem resolution. The ideal candidate will not only be able to identify issues but also propose short-term and long-term fixes working in conjunction with the Development team.

Responsibilities

  • Operational support of Production and Pre-Production systems which include the OrangeGrid application (.Net/C#/SQL) and supporting systems.
  • Identify and resolve issues during the SDLC cycle to prevent bugs and problems from being released to Production.
  • Identify and resolve issues in Production identified through proactive monitoring or as reported by our customers.
  • Work with internal Business Analysts to troubleshoot configuration and setup issues during the boarding process of new clients.
  •  Devise or modify policies and procedures to solve complex problems.
  • Coordinate with multiple groups on identifying/fixing the issues.
  • Competent to work at the highest technical levels
  • Open tickets for the pending issues and follow-up and document for the future issue reference.
  • Monitor application server performance and respond appropriately.
  • Monitors systems capacity and performance.
  • Provides high level written communications to upper management regarding production issues.
  • Identify, escalate and document production impact issues for the environment to confirmed delivery for client and business notification.

Qualification

  • 5 years’ minimum experience supporting .Net/C# applications and SQL based databases
  • Display proficiency in networking, JSON, Jquery, CSS, SSL, FTP/SFTP/FTPS, browser debugging, SCOM, Windows, IIS, TFS, and CIFS.
  • Experience supporting SaaS or multitenant applications a plus.
  • Previous Development or Database Administration experience a plus.
  • Great communication and documentation skills.
  • Ability to work closely with technical and non-technical staff
  • Willingness to work flexible hours required to support a customer-facing, highly available product.