Support Engineer
REPORTING TO: Head of Product Delivery
LOCATION: Belfast/Derry/Hybrid
ABOUT THE ROLE:
This role will involve providing a customer support service for our Waste Water Management Product including the creation of and adherence to SLAs and ensuring customer success.
RESPONSIBILITIES:
- Work with the Head of Product Delivery to define Support requirements and framework
- Create where applicable Support SLAs
- Identify Support requirements relating to defined SLAs
- Become familiar with the operations and deployments of the Waste Water product
- Plan and execute on Issue and Support priorities
- Contribute to processes for Event, Incident and Service processes
- Handle customer Events and Incidents as per the relevant processes
- Design, build, source systems, tools and processes to meet Support needs
- Outline and define Support requirements for Delivery and Operations
- Work with agile development processes and take ownership for aspects of Support requirements by putting appropriate methods and tools in place
- Troubleshoot configuration, environmental and software issues and help identify solutions to restore customer service
- Automation of processes
ESSENTIAL CRITERIA:
- Degree level education in a relevant discipline or equivalent experience
- 12 months experience in an Support role or a developer role involving significant Support considerations
- Experienced in at least one of the main cloud technologies – AWS, Azure, RedHat, GCP, IBM Cloud
- Strong working knowledge of Linux
- Experience of Support tools and Service Desks
- An understanding or experience of high availability, business continuity and disaster recovery solutions in the cloud
- Strong communication
DESIRABLE CRITERIA:
- A recognised DevOps or SysOps certification from e.g. AWS
- Experience of AWS services and utilisation
- Experience in deploying serverless functions e.g. AWS Lambda
- Experience of Agile Scrum, Lean or Kanban using JIRA, or similar agile tracking tools