Support Analyst-IDAM - #941848
- B.S. / M.S. Computer Science or equivalent, with strong fundamentals and problem-solving skills
3-5 years experience in working with application based on Spring and Java
Proven working experience in enterprise technical support as a technical engineer
Direct interaction with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues
Familiarity with AWS, MongoDB is preferred.
Experience with Scrum/Agile development methodologies.
Understanding of AWS and DevOps deployments - Jenkins, Ansible.
Networking infrastructure - Proxies, Load balancers, Firewalls.
Experience with analyzing software logs like cloud watch .
Take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution.
Internal reproduction of the customer problem to enable the development and testing of a resolution.
Participation in escalation calls, when required, to brief stakeholder management on support cases, and assist in the creation of action plans aiming to solve customer issues as quickly as possible.
Collect information and document bugs with Engineering for issues that are impacting customers.