Support Escalation Engineer

NASCENT Technology

  • Charlotte, NC
  • Permanent
  • Full-time
  • 2 months ago
THIS ROLE IS CHARLOTTE BASED AND ONSITEOverview:We are seeking an experienced Support Escalation Engineer to join our team and play a critical role in supporting and enhancing our cutting-edge logistics gate solutions. This role requires a deep understanding of containerized solutions, backend development using Go-Lang, frontend technologies such as React.js, and a solid foundation in SQL, Linux, and cloud-based architectures like AWS and Azure. While this is not a developer position, you will bridge the gap between support and development, providing expertise in diagnosing and resolving complex issues.Key Responsibilities:
  • Serve as the Tier 3 escalation point for application issues related to logistics gate solutions.
  • Diagnose, troubleshoot, and resolve complex application problems by reviewing code and collaborating with the development team to reproduce and address issues.
  • Mentor Tier 1 and Tier 2 support staff, providing guidance, training, and technical expertise to enhance their capabilities.
  • Collaborate with developers to escalate unresolved issues, ensuring timely and effective resolution.
  • Analyze logs and data to identify trends, root causes, and potential improvements.
  • Maintain documentation on recurring issues, resolutions, and best practices for support staff.
  • Participate in system architecture reviews to ensure supportability and scalability of new solutions.
  • Ensure uptime and performance of applications within a containerized environment, leveraging tools like Docker and Kubernetes.
  • Stay updated on industry best practices and advancements, particularly within the logistics industry.
Qualifications:
  • Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
  • Experience: 5+ years in application support or a similar role, with at least 2 years in a Tier 3 escalation capacity.
  • Proficient in Go-Lang backend development and React.js for front-end applications.
  • Advanced skills in SQL for database troubleshooting and optimization.
  • Expertise in Linux administration and troubleshooting.
  • Experience with containerized solutions (e.g., Docker, Kubernetes).
  • Familiarity with cloud platforms like AWS and Azure, including deployment and support of applications in a cloud-based environment.
  • Strong analytical and debugging skills with a focus on application support.
  • Excellent verbal and written communication skills, with the ability to simplify complex technical information for various audiences.
  • Demonstrated leadership capabilities, especially in mentoring and training junior support staff.
Preferred Qualifications:
  • Background in the logistics industry, with an understanding of gate or terminal operations.
  • Familiarity with monitoring and logging tools like Prometheus, Grafana, or Splunk.
  • Experience with CI/CD pipelines and DevOps practices.
  • Familiarity with monitoring tools like Prometheus, Grafana, or Splunk.
  • Knowledge of network troubleshooting in a distributed application environment.

NASCENT Technology