Overview:The Implementation Engineer provides in-depth technical support for application software, operating systems and integrated 3rd party products for internally developed products. Manages progress toward resolution and documents issues throughout the "life-cycle" of a reported issue. Works closely with Engineering and IT teams on complex issues to resolve and work towards proactive prevention by socializing application and infrastructure solutions.

Duties and Responsibilities:

• Perform Level 2 technical troubleshooting to solve complex problems - document all solutions to assist in handling future similar problems in company Knowledge Base library;
• Use tools such as Splunk, Zabbix or other enterprise level monitoring tool suites to proactively monitor application health;
• Manage ticket queue in a timely manner (We use ServiceNow). Typically 1-2 complex tickets per day;

• Works with Engineering and IT to improve defect troubleshooting, application monitoring, and issue prevention by participating in product architectural reviews and sprint planning;
• Evaluates and implements tools and process to improve efficiency of application support teams;
• Ensure a consistent response to problem resolution, customer requests and status reporting and monitor all issues to ensure a timely resolution;
• Escalate unresolved issues to Engineering;
• Communicate frequently, effectively and professionally with internal customers;
• Identifies and suggests necessary solutions or process changes to improve efficiency;
• Work with engineering and system administrators, product management and other departments when necessary and as requested;
• Continually provide appropriate feedback regarding product defects and/or design defects for ongoing product improvement;
• Develop and maintain an in-depth knowledge of company products and services;

Job Requirements:

• Minimum of 2 years of experience in a software product support role;
• Proficient in SQL scripting
• Experience with Splunk (administration, setup/configuration) or similar tools;
• Working knowledge of C# .NET
• Knowledge of automation-based configuration tools; Puppet is preferred;
• The ability to work efficiently in a fast-paced, high-volume environment;
• Strong oral and written communication skills and problem solving/analytical skills;

• A desire to continue learning and improving;
• Must be able to organize and manage workload efficiently and prioritize projects with minimal supervision;
• Strong interpersonal skills, including customer relationship skills in conjunction with the ability to work well in a team environment as well as to work independently.

Education:

• Bachelor's degree or equivalent work experience required.