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Production Support Engineer



Software Engineering, Product, Customer Service
Reston, VA, USA
Posted on Friday, June 23, 2023
Production Support Engineer
Reston, VA
Interact with our organization using IT extensive product knowledge/ experience to service customers in small business lending environment. Troubleshoot, resolve and apply workarounds to resolve technical issues with internal and external applications. Manage lifecycle of Incidents and Service Requests related to production applications – from initial intake and clarification with internal end user through fulfillment, resolution, and knowledge sharing. Act as single point of contact for communication and coordination of resources with Major Incidents in production. Respond to tickets/requests in fast-paced environment. Schedule and manage batch jobs critical to business and complex dependencies. Learn about and help align team with ITIL best practices. Specific experience with skills are required as noted.
Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, Electronics Engineering, or related field and 4 years of relevant support or engineering experience. In the alternative, we will accept a Master's degree in Computer Science, Computer Engineering, Electrical Engineering, Electronics Engineering, or related field and 2 years of relevant support or engineering experience. Previous experience or course work must include: 1) 1 year of financial technology platform in small business lending space and its operations in different geographical locations and being the first line of defense as Production support engineer when Incidents related to different Customers and Clients come in 24/7 live Production environment scenario. 2) 1 yr exp with log monitoring tool Kibana and leveraging it to monitor/troubleshoot customer UI/Portal issues, internal application breaks and batch jobs failures. 3) 1 yr exp w/ Jenkins tool to monitor/troubleshoot customer critical Batch jobs used for reporting and systematic functions of application. 4) 1 yr exp with API’s using the tool Postman (API) for troubleshooting and validating real time customer issues, Partner Client queries and Internal audits. 5) 3 yrs exp with Unix /Linux commands for troubleshooting client/customer based off small business lending issues. 6) 3 yrs exp with Postgres SQL and Amazon Redshift Data Warehouse house for troubleshooting incidents and fulfilling Product and Operations requests. 7) 1 year exp creating scripts for Manual Data updates in both Postgres and Redshift for a large volume of Data. 8) Mongo DB for purpose of fulfilling requests and administering Looker reporting tool. 9) 1 year exp with administering Matillion ETL Tool used to bridge Data Warehouse (Amazon Redshift) and Reporting tool (Looker).