Support Engineer

Job Title- Support EngineerProject Location – Rockville, MD or Tysons Corner, VA - HybridDuration- 6 months contractVisa- USC/ GC Job Description-: Notes:•              Support Engineer•              Must work 3-days/week onsite in Rockville, MD or Tysons Corner, VA•              ONE 30-minute Phone Screen, followed by 1 or 2 Technical Screens (will try to combine to ONE when possible)•              Need one photo ID, please•              Flexible schedule - (not a true 9-5) can work core hours but there may be needs outside of the core hours as long as they are getting the work done•              Reactive support - quarter/third of the time addressing specific user issues•              Proactive development and testing - remainder of time Job Description: •              They are developing generative AI regulatory specific chatbot similar to a chatGPT.•              Called "FILLIP" - platform can process long documents•              Complexity - lots of things can break•              Someone interfacing between platform they are building and user face - implement testing and diagnose errors•              Issues arise with the user base - support engineer will protect core development team (look at code, splunk logs, second level support, state of infrastructure•              Create tickets - end to end resolution•              5,000 Users all FINRA (contractors and internal)•              1,500 are in Tech•              3,500 very little Tech About the Role: We are seeking an experienced Support Engineer to join our FILLIP development team on a contractor basis. This hybrid role bridges user support and development, serving as the technical escalation point for complex user issues while maintaining and improving our test infrastructure. You will perform deep technical troubleshooting, analyze logs across our cloud infrastructure, implement and execute test strategies, and drive bug fixes. When support workload permits, you'll contribute to testing automation and software quality initiatives. This role is ideal for a hands-on engineer who thrives in both reactive problem-solving and proactive quality improvement. Key Responsibilities: Technical Support & User Engagement: Serve as the primary escalation point for complex, technically challenging user issues that exceed standard Product Management support capabilities; work directly with users to understand problems, communicate findings, and guide them through resolutionsLog Analysis & Debugging: Perform detailed analysis using Splunk and CloudWatch to diagnose issues, identify root causes, and trace system behaviorBug Fixes & Implementation: Implement bug fixes and minor code changes based on findings from user reports, log analysis, and testingTest Strategy & Automation: Design, implement, and maintain comprehensive automated testing strategies, including unit tests, integration tests, and end-to-end testingTesting Execution: Execute manual and automated testing to validate fixes, identify regressions, and ensure system reliabilityDocumentation & Communication: Document issues, resolutions, and test results; communicate findings clearly to both technical and non-technical stakeholdersProactive Quality Improvements: When support workload permits, identify opportunities to improve test coverage, automate repetitive testing tasks, and reduce technical debt Required Qualifications: 5 years of software development experience, with demonstrated expertise in PythonStrong proficiency in PostgreSQL and relational database conceptsSolid understanding of AWS ecosystem (EC2, ECS, S3, RDS, Aurora, Lambda)Hands-on experience with application logging and log analysis tools (Splunk and CloudWatch)Demonstrated experience designing and implementing test strategies and automated testing frameworksStrong problem-solving skills and ability to investigate complex technical issues methodicallyExcellent written and verbal communication skillsAbility to work autonomously and adapt to shifting priorities between support and development work Preferred Qualifications: AWS Bedrock experience (strongly preferred)Experience with Python testing frameworks (pytest, unit test, etc.)Familiarity with CI/CD pipelines and automated testing integrationExperience with VueJS or other modern frontend frameworksBackground in financial services, regulatory technology, or government sectors Technical Skills: Backend: PythonDatabases: PostgreSQL (required), basic relational database designCloud: AWS proficiency across EC2, ECS, S3, RDS, Aurora, LambdaLogging & Monitoring: Splunk, CloudWatchTesting: Test automation frameworks, test design methodologies, CI/CD integrationFrontend (Optional): VueJS or similar frameworks Soft Skills and Attributes:Problem-Solving: Methodical approach to troubleshooting and root cause analysisCommunication: Clear documentation and explanation of complex technical issues to both technical and non-technical audiencesPatience and Empathy: Demonstrates patience and understanding when addressing technical issues with users who may have minimal technical experience or expertiseOwnership: Takes responsibility for issues through resolutionAdaptability: Comfortable switching between reactive support and proactive development workCuriosity: Drives investigation into underlying system behavior and architectural patterns Work Environment:Reports to Engineering ManagerWorks closely with Product Management team on user escalationsFlexible schedule with potential for asynchronous work on logging and analysisAccess to development and staging environments