L2 Application Support Engineer in Heidelberg, PA at Eliassen Group

Date Posted: 8/24/2019

Job Snapshot

Job Description

Our Industry lead client is looking for eCommerce Support Specialists (ESS) with a passion for providing superlative technical support services for our eCommerce customers.

This is an opportunity for you to join us on this journey and have a real impact on how we support our customers.

The ESS will work with other Reliability Engineers (RE), Product Managers, and Developers practitioners to produce and ensure highest levels of availability and reliability of all our customer facing websites, third party interfaces and legacy application services.   The ESS is expected to work with management, peers, and customers to improve monitoring tools, error detections, defects elimination while improving Mean Time to Detection/Resolution, and overall service availability and customer satisfaction.

General Responsibilities:

  • Facilitate/support our eCommerce technical services on 24x7 day-to-day basis.  This includes but is not limited to monitoring, analyzing, reporting, and resolving technical issues that impact the availability and performance of all e-Commerce systems.  This role represents all level 2 & 3 support teams.
  • Lead  root cause analysis/investigations through identifying, analyzing and remediating service(s)  performance and availability issues to ensure maximum  service uptime and availability.
  • Engage in and improve the whole lifecycle of services—from inception and design, through deployment, operation and refinement.
  • Maintain services once they are live by measuring and monitoring availability, latency and overall system health. 
  • Work across multiple project teams simultaneously.
  • Solve complex, business critical issues that impact bottom line financial numbers and customer loyalty/experience.
  • Scale systems sustainably through mechanisms like automation, and evolve systems by pushing for changes that improve reliability and velocity.
  • Use data to understand the availability, reliability, and sustainability of our software.
  • Bring experience, pragmatism, empathy, and composure to interactions with teams outside of the support  organization.
  • Work and collaborate across teams such Application services, Capacity Planning, Hardware, Network, and Datacenter Operations.
  • Participate in building advanced tooling for testing, monitoring, administration, and operations of multiple clusters across multiple environments.
  • Experience negotiating SLIs, SLOs, and SLAs with product owners.
General/Minimum Qualifications:
  • 2-5+ years of applying and supporting eCommerce services/application
  • Understanding of and comfort with the Linux operating system.
  • Exposure to languages such as Ruby, Python, and Bash.
  • Exposure to system-level languages such as Go, C/C++.
  • Familiarity with configuration management software such as Puppet, Chef, Ansible, or Salt.
  • Networking basics: TCP vs UDP, basic troubleshooting, HTTP - load balancing, firewall, private networks, multi-tier design, scale-out, persistent data
  • Databases - at a minimum understands the basics - select/insert
  • Familiarity with standard infrastructure concepts like load balancers, firewalls, object storage and where/when they might be used.
  • Service Management – Incident Response, Change, and Problem Management.
Fundamental Skills:
  • Intellectual curiosity, problem solving and openness is key to its success. Mindset for solving production systems issues and understanding root cause while providing  “Detective work” and automating away toil - doesn't like boring repetitive tasks. Enjoys digging into new problems.
  • Knows when to ask for help and when to dig more on their own
  • Can work on different tasks in different systems week to week
  • Capable of driving  and focusing on results given in some cases  given an ill-defined problem, such as "this is slow", and developing metrics and making measurable improvements
Job ID: 321561

About Eliassen Group:

Eliassen Group provides strategic talent solutions to drive our clients’ innovation and business results. Leveraging over 30 years of success, our expertise in IT staffing, Agile consulting, creative services, managed services, and life sciences enables us to partner with our clients to execute their business strategy and scale effectively. Headquartered in Reading, MA and with offices from coast to coast, Eliassen Group offers local community presence, deep networks, as well as national reach. For more information, visit http://www.eliassen.com.

Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Don’t miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!