Sr. Associate Support Engineer Job Description Template
Our company is looking for a Sr. Associate Support Engineer to join our team.
Responsibilities:
- Provides work-a-rounds or solutions to third-party implementation teams or customers based on analysis during the triage process;
- Analyzes and assesses upgrade impact based on release notes and code changes for new release features;
- Identifies trends and patterns of reported data fix requests;
- Triages low to moderate complexity incidents with minimal to moderate oversight from Support Engineer 1 or above;
- Performs other duties and activities as needed;
- Sets up environments within Azure test labs to replicate and triage incidents reported submitted by third-party implementation teams or customers;
- Leverages Duck Creek utilities such as Trace Monitor, ExampleUtil, data copy tools, etc to triage reported incidents;
- Communicates directly with the customer(s) via web meetings and incident tracking workflow with assistance of Support Engineer 1 or higher;
- Aligns business objectives with technical solutions for stakeholder requests;
- Addresses day-to-day support cases in timely manner and with highest quality;
- Requires minimal direction and moderate oversight;
- Sets up environments within AWS to replicate and triage incidents reported submitted by third-party implementation teams or customers;
- Contributes to troubleshooting of production issues related to wide range of server and network topics;
- Installs, configures, automates, and monitors Windows systems and domains;
- Leverages Duck Creek utilities such as JIRA, Trace Monitor, ExampleUtil, data copy tools, etc to triage reported incidents.
Requirements:
- Travel: 10%
- Special Work Hours: Periodic off-hours on-call support for production and development environments;
- Work Authorization : Legally authorized to work in the country of the job location;
- General knowledge of virtualization, azure cloud computing;
- Knowledge of scripting languages such as Python, Typescript, good to have;
- Works well with people who have diverse abilities, experiences, and perspectives;
- Approaches opportunities and issues with an optimistic, action-oriented, and solution-based approach;
- Working knowledge of client trouble shooting with APM tools;
- Ability to do requirement gathering and environment analysis from APM standpoint;
- Ability to cross train peers with tool usage and assist in creation of best practices;
- Good writing skills to document plans and process;
- Knowledge of Windows operating systems;
- Strong analytical and decision-making abilities;
- Able to build strong partnership with business partners and the project teams.