Product Support Engineer - Google Cloud Platform

Synopsis of the Role

As a Product Support Engineer - Google Cloud Platform, 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 Analyst 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

What you will do

• Participate in weekly Product Support ticket reviews with internal stakeholders and Decision Management core team.

• Support Engineer frequently interacts with stakeholders, delivers support and technical information as needed.

• Should be able to trouble shoot by accessing/reviewing logs, file archives, production support applications like Elk, Logstash, Kibana, Splunk, App Dynamics etc.

• Participate in the development of code for J2EE software applications.

• Professionally respond to Product support tickets and requests on a timely manner.

• Follow agile best practices and maintain/improve the work of the agile team.

• Constantly keep up with the Development Agile Release activity.

• Documents research, stakeholder communication and issue resolution via Runbooks and assists in improving support efforts.

• Coordinate with Development, Product Owners, Configuration Management and QA to follow through ticket resolution, testing, deployment of fixes into higher environments.

What experience you need

• Bachelor's degree in computer science, information technology or equivalent with relevant 5+ years of industry experience

• OR Master’s degree in computer science, information technology or equivalent and 4-5 years of industry experience

• Minimum of 5+ years of technical experience working with SaaS applications, logs, configuration, coding and troubleshooting.

• Proven aptitude for learning and keeping up with latest Technology.

• 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 Elk, Logstash, Kibana, Splunk, App Dynamics 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

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 and SLA’s

Primary Location:

CAN-Toronto-5700 Yonge

Function:

Function - Tech Dev and Client Services

Schedule:

Full time