The Associate Manager Software Engineering at the company is responsible for overseeing and guiding the Level 2 Support Engineer for Web Applications. This role involves troubleshooting, diagnosing, and resolving issues related to web-based software platforms, serving as the escalation point for Level 1 support. The individual will work closely with development, QA, and infrastructure teams to ensure system stability and customer satisfaction.
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Key Responsibilities:
- Issue Investigation & Resolution: Handle escalated tickets from Level 1 support, reproduce issues in test/staging environments, conduct detailed log analysis, SQL/database checks, and API validation.
- Incident Management: Classify and prioritize incidents based on severity and business impact, and escalate unresolved issues to Level 3 (development team) with proper documentation.
- User Support & Communication: Communicate with business users or clients to gather additional information, provide workarounds, maintain knowledge base and support documentation.
- Technical Tasks: Prepare scripts or SQL queries, perform configuration changes, and conduct release verification and smoke testing.
- Continuous Improvement: Analyze recurring issues to suggest long-term fixes, provide feedback to development/QA teams.
Skills & Qualifications:
- Technical Skills: Strong understanding of technologies such as Java, .NET, and Visual Basic; experience with web application architectures (client/server, REST APIs); familiarity with databases (MySQL, SQL Server, PostgreSQL, Oracle); exposure to version control (Git), CI/CD tools, and cloud platforms (AWS, Azure, GCP) is a plus.
- Soft Skills: Strong analytical and problem-solving abilities, excellent communication and documentation skills, ability to work independently and under pressure.
Work Conditions:
At the company, a work model that prioritizes in-person collaboration is established, while also offering flexibility to support wellbeing, productivity, and individual work styles. The company is committed to fostering an inclusive environment where everyone can thrive.
