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Lead Technical Support Engineer
3 months ago
Position Overview:
The Senior Technical Support Engineer will focus on operational excellence and monitoring within the organization.
Location: Mossville, Illinois
Job Type: Contract
Compensation: $52 - $57 per hour
Job Summary:
This role involves managing operations and support tasks, addressing both customer-reported and internal issues. The engineer will be responsible for ongoing monitoring and observability, ensuring the effectiveness of dealer and customer-facing business tools.
As a critical link between dealers, customers, and engineering teams, the role requires adeptness in interacting with individuals possessing varying levels of technical knowledge.
Key Responsibilities:
- Handle escalated tickets from level 1 support teams, including direct customer interactions.
- Conduct proactive monitoring of dashboards to identify high latency or related issues.
Technical Skills Required:
Proficiency in AWS tools such as Cloudwatch and Lambda service, experience with ticketing systems like ServiceNow or Salesforce, and familiarity with monitoring tools including Kibana or Grafana.
Desired Skills:
Knowledge of Microsoft Azure, PowerShell, SQL, JSON, Python, Apigee, Postman, and Snowflake, along with experience in DynamoDB/NoSQL, RDS, and IAM.
Soft Skills Required:
- Exceptional attention to detail.
- Self-motivated and proactive.
- Strong initiative and problem-solving abilities.
- Excellent written and verbal communication skills.
Education & Experience:
A college degree or a master's degree with a minimum of 5 years of relevant experience, or an associate degree with at least 7 years of experience.
Work Hours: 8 AM to 5 PM
Qualifications:
- Experience Level: Experienced
- Minimum 7 years of experience required
- Education: Associate's degree (mandatory)
Skills:
- Technical Support (5 years of experience required)
- ServiceNow
- Cloudwatch (3 years of experience required)
- Lambda Service
- Kibana
- Grafana
- AWS (5 years of experience required)
- Azure
- Snowflake (3 years of experience required)
- Postman (3 years of experience required)
This position is an equal opportunity employer, welcoming applicants from all backgrounds and abilities.
