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Intro and job overview:
To better support the rapidly growing Enterworks customer base, we are establishing a Level 3 (L3) support engineering team to enhance the speed of customer issue resolution. The Senior L3 Support Engineer, specializing in full-stack technologies, will be responsible for diagnosing and resolving complex technical issues related to the Enterworks product line across the entire technology stack. Your role involves troubleshooting intricate problems, collaborating with support, operations, and development teams to ensure the seamless operation of a diverse product, and providing solutions to ensure the reliability, performance, and efficiency of the application systems. Additionally, you will mentor and guide junior support engineers.
Responsibilities and Duties:
Incident Management
Manage and prioritize incidents based on severity and impact, ensuring timely resolution.
Document troubleshooting steps, resolutions, and create knowledge base articles for recurring issues.
Application Support
Provide expertise in supporting and troubleshooting Angular, JSP, Struts, Java, GO, and SQL applications.
Design and implement code fixes to ensure timely delivery of maintenance patches and updates to address customer product defect issues.
Collaborate with development teams to understand application architecture and assist in resolving coding-related issues.
Application Support
Provide expertise in supporting and troubleshooting Angular, JSP, Struts, Java, GO, and SQL applications.
Design and implement code fixes to ensure timely delivery of maintenance patches and updates to address customer product defect issues.
Collaborate with development teams to understand application architecture and assist in resolving coding-related issues.
Performance Optimization
Identify opportunities for optimization across the full stack to enhance system performance and reliability.
Collaborate with both frontend and backend teams to implement improvements and preventive measures.
Conduct performance testing and analysis to proactively address potential bottlenecks.
Collaboration
Work closely with cross-functional teams, including developers, customer support, operations, and QA, to address and prevent issues.
Participate in post-incident reviews and provide feedback for continuous improvement.
Mentorship and Training
Provide mentorship and guidance to junior support engineers.
Conduct training sessions to enhance the team's knowledge of the full stack and related technologies.
Requirements and Qualifications:
Bachelors degree in computer science, Software Development, or a related field.
Proven experience as an L2 or L3 Support Engineer with expertise in full-stack technologies.
Ability to communicate complex technical concepts in an approachable way for broad audiences.
4-6 years of experience in enterprise web-based application development.
Experience using Bootstrap, Material Design, PrimeNG, Carbon Angular Components, or similar design systems.
Good understanding of JavaScript design patterns.
Experience in creating best practices in frontend architecture, performance, and event-driven programming. Enjoy writing and sharing expertise broadly.
Deep understanding of modern web application design architecture, good API design patterns, performance, and scale.
Specialized Knowledge:
HTML, CSS, and JavaScript skills Angular experience preferred; AngularJS, Vue.js, React are a plus.
Experience with Jenkins, NPM, Gulp.js.
Automated unit testing Jasmine, JEST.
Automated functional testing Selenium, Cypress.
Experience using Ng-bootstrap, jQuery, jQuery UI.
Gitlab, CI/CD.
Excellent written and verbal communication skills.
Preferred Skills:
Experience writing code in Java and GO languages.
Knowledge of microservices architecture and containerization (e.g., Docker).
Knowledge of Swagger and JUnit.
Scripting skills (e.g., PowerShell, Python, Bash) for automation tasks
Experience with Apache Maven and Ant Scripts.
Understanding of CI/CD pipelines and version control systems (e.g., Git).
Experience in the Application Security domain.
Knowledge of cloud platforms (e.g., AWS, Azure, GCP).
Experience working with a multitude of open-source libraries in a complex enterprise product architecture.
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