Job Description: Join our team as an Associate Manager in Software Engineering where you will play a crucial role in managing escalated tickets from Level 1 support for web application issues. You will be responsible for investigating bugs or misconfigurations, performing detailed log analysis, and validating APIs. Your expertise will be vital in incident management, where you'll classify and prioritize incidents, collaborating with both Level 1 and Level 3 teams during major incidents, ensuring thorough documentation and root cause analysis.
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You will also support users by gathering necessary information, offering workarounds, and maintaining support documentation to facilitate seamless communication. Your technical skills will be put to the test as you prepare SQL queries, conduct configuration changes in non-production environments, and perform release verification after deployments. In addition to issue resolution, you will analyze recurring problems to propose long-term fixes, contributing to the stability and usability of our applications.
Key Responsibilities:
- Issue Investigation & Resolution: Handle escalated tickets regarding functional or technical issues, reproduce issues in test/staging environments, conduct log analysis, SQL/database checks, and API validation.
- Incident Management: Classify and prioritize incidents, escalate issues to Level 3 with documentation, and collaborate with teams during major incidents and reviews.
- User Support & Communication: Communicate with users to gather information, provide solutions, and maintain the knowledge base.
- Technical Tasks: Prepare scripts/SQL queries, perform configuration changes, and conduct smoke testing after deployments.
- Continuous Improvement: Analyze recurring issues and provide feedback to improve application stability and usability.
Skills & Qualifications:
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Technical Skills:
- Strong experience with .NET, Angular, and VB
- Understanding of web technologies (HTTP, HTML, CSS, JavaScript)
- Experience with web application architectures and 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
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Soft Skills:
- Strong analytical and problem-solving skills
- Excellent communication and documentation abilities
- Ability to work independently and under pressure
Work Conditions:
At the company, we prioritize in-person collaboration with flexibility to support wellbeing, productivity, and individual work styles. We promote an inclusive environment where everyone can thrive.
Language Requirements:
Proficiency in English is essential; additional language skills may be beneficial.
