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About the Company:
Brightside is looking for a Application / Production Support Engineer III with 6+ years of professional experience to join our team! This role is ideal for an experienced professional in Application / Production Support looking to demonstrate their technical ability and professional leadership in building monitoring solutions for the Production Support team. In this role you’ll have a chance to partner closely with key stakeholders from Production Support, Engineering, DevOps, and Product in a fast paced start-up that believes in servant leadership!!
The meaningful work you will tackle:
• Define scalable application & infrastructure monitoring frameworks / dashboards for production support to provide a performance view of the production environment
• Implement a severity exception-based alerting with escalation for unattended alerts
• Automate routine/repeated help channel queries to assist both Level 1 support and support for our Financial Assistants (FAs) that support the client in a self-service manner
• Initially be the backup resource to conduct deep dive investigation for Level 1 tickets and payroll deduction processing, and over time, become the primary contact for Level 2 escalations
• Document and train production support staff in solution implementation & maintenance
• Be the conduit between our Financial Assistants/Level 1 and the engineering/QA teams to raise defects, explain, and assist in the prioritization of critical issues
• Assist in providing workarounds for critical issues
• Participate in root cause analysis for production incidents and be part of the Production Support rotation to serve our clients
• Assist in production deployments, and participate in go-live discussions and customer implementations
What we’re looking for in your background & what makes you a success:
• Technical experience working in an environment integrating disparate vendor systems/products to support business-critical functions
• AWS/Cloudformation/Grafana: 2 years
• Jenkins/Nexus/Git – 2 years
• Python/Ruby/Bash – 2 year
• MySQL, Dynamo DB, Mongo DB or equivalent – 2 year
• Implementing a Production Support Monitoring Solution
• Production Support experience is a big plus
• Databricks, Cognito, Kinesis, Qualys – all a plus
• A deep understanding of the implementation with significant experience in QA functionality is a plus
• Background in requirements gathering and delivery in an iterative manner
