Application Support Engineer
10 months contract (parental cover) 2 headcount available Hybrid work arrangement Work location: CBD Weekend on call shift required (rotation) Our Client
Tech Giant, Social Media Platform The Opportunity
Monitor and manage daily customer support tickets for prioritization and triage Respond to alerts when certain metrics go out-of-trend, informing and invoking action from relevant stakeholders Provide business summaries for daily hand-over of activities between different regions Review and assess inbound emergency escalations, following internal processes, triage and support regional escalations Identify commonly reoccurring issues and build runbooks/guides to resolve them Potentially raise code fixes or write new technical tests to prevent future issues Providing coverage on weekends / holidays (rotation-based) Your Background
2-4 years of experience providing operations support in a technical environment Ability to write functional code in any modern programming language, ideally in shipped project/website/app Understanding of basic HTTP request lifecycles Ability to extract and analyze data, familiarity with SQL and data visualization tools is a must Ability to translate technical terms for a non-technical audience Customer-oriented mindset with demonstrated understanding and empathy High attention to detail, with an ability to execute standard workflows while also adapting appropriately to business and process changes when necessary Passion and ability to learn technical concepts Creative problem solver with excellent troubleshooting skills Demonstrated ability to multitask and prioritize in a fast-paced environment Collaborative team player with get it done attitude Comfortable with processes and repetition Experience with process improvement projects is desired High quality written and spoken English is mandatory Fintech ticket/triaging support is preferred Understand logic/coding to be able to troubleshoot eg.
Python, JavaScript, Java, C++