Skava is hiring a

Senior Support Engineer

Atlanta, United States

As our Sr. Support Engineer, you will need to have the technical aptitude to understand the platform and the solution built, debug issues in join client debugging sessions to identify the root cause of issues and have the communication skills to interact with an off shore team.

Key Responsibilities

  • Handle production support issues and recreate/verify issues in partnership with clients – needs to be technically hands on with the ability to work onsite with clients if needed
  • Own the escalation of tickets internally as well as on the clients side, as needed
  • Track and summarize issue and release tasks through resolution
  • Document and communicate any design / architectural changes because of the identified issues internally
  • Act as a point of contact for the clients to get updates on production issues
  • Work with off shore team to retrieve server logs as well as other debugging information
  • Resolve issues and in some cases work with the off shore team to articulate the issue, analysis and the fix that needs to be done to get the issue resolved
  • Act as the QA for fixes made before communicating the root cause and fix back to the clients
  • Keep the ticketing system updated at all times

 

About You

  • 4-6 years minimum experience as a developer or technical support engineer
  • Ability to quickly learn new technology
  • Able to diagnose and solve hardware/software faults
  • Strong analytical and troubleshooting capabilities
  • Outstanding customer service skills - articulate with ability to communicate effectively with technical resources in any organization
  • Able to transform complex issues into easy to understand instructions
  • Experience in working with a off shore team
  • Experience in working with clients to recreate issues as well as walk through the app design to enable debugging the cause of an issue
  • Experience in working with ticketing system
  • Experience managing Java applications with a thorough understanding of how to trace through debug logs
  • An understanding JAVA and JavaScript development languages
  • An understanding of XML, JSON based messaging
  • Windows / Linux scripting experience a plus
  • Knowledge of IOS software is plus
  • Experience working on QA teams
  • Familiarity with Web Services architecture
  • High level understanding of networking/firewall infrastructure
  • Familiarity with network/traffic monitoring tools
  • Understanding of device management tools MDM such as AirWatch, Citrix

 

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