**JOIN US IN DRIVING SUCCESS**:
**YOUR OPPORTUNITY**:
Our Engineering Support Team is an elite group of less than 10 people globally (Poland, Mexico, US, and Ukraine). The team resolves about 200 tickets a month for clients and internal users. You will provide product and backend technical support. You'll use your proven technical expertise to analyze, troubleshoot and resolve issues.
**MORE SPECIFICALLY, YOU WILL**:
- Review/Read log and engage in action required
- Collaborate with teammates and other teams when needed to find solutions to externally and internally reported cases.
- Escalate cases promptly to internal teams as required.
- Follow all Engineering Support guidelines and processes for case handling.
- Respond to, resolve and document all incoming cases via ticketing system.
- Develop deep technical understanding and become certified on software products, including Campaign, Analytics, Content, Exchange, and Personalization.
- Write and run moderately complex queries.
- Document software defects, research and resolve defects or escalate to the appropriate Engineering Squad, as required.
- Document all solutions or update existing solutions with new information in the Team Confluence room.
- Assist with other reasonable duties as may be required being adaptable to ever-changing business needs.
In general, you will work regular business hours, Monday through Friday.
However, Engineering provides 24x7 support for major incidents, so you will be expected, from time to time, to provide coverage outside core business hours. You also will participate in an on-call rotation that will include holidays, after-hours and weekends.
**TO BE A GOOD FIT FOR THE ENGINEERING SUPPORT OPPORTUNITU, YOU WILL HAVE**:
- 5+ years of SQL experience and proficiency.
- Knowledge of and/or background in HTML, APIs, Java, XML, basic networking, and database concepts (such as Oracle and/or AWS).
- Knowledge of and/or background with databases, preferably Oracle and/or AWS with the ability to write SQL queries.
- Understanding of how web systems work (physical, logical, hardware, software) and how to support them.
- Understanding of how the different components in a web system fit together and affect each other.
- Basic understanding of UNIX commands for searching logs and configuration files on the server.
- Experience with Redis, Kafka, Mongo, JIRA, Logstash, Snowflake, Confluence and New Relic.
- Well developed ability to timely research and troubleshoot technical issues.
- Extremely proactive and takes ownership for producing positive results.
- Experience with environment configuration.
- Infrastructure troubleshooting experience.
- Very good communication skills.
- Self-reliance and the ability to work independently with mínimal supervision.
- A team-player approach.
- Fluency in English.
- Ability to take initiative autonomously to search out solutions.
- Ability to think creatively towards problem solving.
**PREFERRED BUT NOT REQUIRED**:
- A bachelor's degree in Mathematics, Computer Science, Engineering or equivalent related field.
- Coding skills in any language, ideally Java and Snowflake.
- Experience with AWS, Kubernetes.
- Second or third-line (tier 2 or 3) support experience.
- Experience in digital marketing and web analytics.
**ABOUT US**: