Product Support Engineer

What you’ll do

As a Product Support Engineer, you will be responsible for verifying, investigating and fixing product configurations, code bugs, user access, product functionality issues of one or more products within Decision Management Product Suite within SLA’s. You will be responsible for supporting multiple applications after core release is delivered in all higher environments across multiple geographic cloud regions. Product Support Engineer will partner with other Product Support Engineers, developers, configuration managers, network engineers and stakeholders to triage, troubleshoot and provide necessary resolution steps in above mentioned environments.

You will also participate in weekly Product Support ticket reviews with internal stakeholders and Decision Management core team. You will be responsible for troubleshooting by accessing/reviewing logs, file archives, production support applications like ELK, Logstash, Kibana,Splunk, App Dynamics etc. You will also be participating in the development of code for J2EE software Applications. Coordinating with Development, Product Owners, Configuration Management and QA to follow through ticket resolution , testing deployment of fixes into higher environments is also one of the key responsibilities of this role.

**What experience you need ​

• Bachelor's degree in computer science, information technology or equivalent with relevant 3+ years of industry experience
• OR Master’s degree in computer science, information technology or equivalent and 2--3 years of industry experience
• Strong technical experience working with FTP (Preferably Globalscape) application, logs, configuration, coding and troubleshooting.
• Strong troubleshooting and debugging skills
• Comprehends and gains competency with multiple Decision Management Products/services
• Good understanding of Java coding fundamentals and open source technologies.
• Desire to keep application knowledge current
• Excellent verbal and written communication skills
• Strong team player works with stakeholders, internal teams, peers and management professionally.
• Experience using tools such as Datadog, Elk, Logstash, Kibana, Splunk, AppDynamics etc.; Java, J2EE, REST, XML, SQL, JDBC, JSF, Angular, Web services, JUnit; JIRA, Service Desk; Eclipse, Jenkins, Go-CD, Maven; Git/stash; Tomcat, Spring; Cloud technology / AWS, Windows

What could set you apart

• Ability to verify issues by testing in higher environments, be on-call support for Production Incidents as needed.
• Should be able to understand development code for debugging purposes when needed.
• Familiarity with support ticketing system (Servicenow) and SLA’s
• An ability to work proactive

Primary Location:

AUS-Sydney-Blue-Street

Function:

Function - Tech Dev and Client Services

Schedule:

Full time