Job description

Primary Responsibilities:

• Oversee and prioritize incoming tasks for team, following progress to ensure completion
• Reporting of in-progress and completed incidents to weekly meetings and on demand
• Manage and quickly resolve simple and complex vendor/customer incidents through code/process tracing and remediation with low to moderate oversight
• Adapt existing Java programs to resolve ad hoc minor issues blocking production workflows and escalate these fixes for potential permanent code base changes
• Communicate clearly, concisely, completely, and in a timely manner to stakeholders including vendor and customer management teams during and after incidents
• Apply SQL scripts to various environments to solve business requirements
• Provide system information and ad hoc reporting to answer stakeholder questions
• Solve and complete smaller system changes such as config adjustments following appropriate review and deployment practices
• Assist or handle triaging escalated issues during off hours
• Describe and escalate code defects for prioritization and resolution
• Identify trends and patterns of fix requests and system incidents
• Identify and develop process automation and triage tools/utilities to improve incident response timing and quality
• Recommend system and architecture enhancements to promote better flow and efficiencies for discussion and prioritization
• Develop and enhance system documentation
• Assist with testing and internal QA processes for system changes
• Promote a growth/quality-focused mindset toward continuous positive system and customer experience improvements

Qualifications:

• Bachelor’s Degree in Computer Science or related field
• 2+ years of leadership experience over a technical support group
• 5+ years of experience performing technical support in described areas
• Good relational database knowledge (Oracle, Postgres, or similar)
• Good understanding of SQL queries including complex joins
• Good understanding of Java language: able to read, trace, and adjust code
• Excellent ability to understand new system areas and troubleshoot issues
• Excellent ability to prioritize and complete tasks from a quickly changing pool
• Excellent problem solving and troubleshooting skills
• Excellent written and verbal communication skills
• Flexible working schedule, ability to triage escalated incidents if needed
• Both reside within and authorized to work in USA

Preferred Qualifications:

• Ability to modify and create Java programs
• Understanding of Microsoft Windows bat scripts
• Experience working with XML, JSON various types of data transfer protocols including socket, SOAP and REST-ful web services, and similar

Job Type: Contract

Schedule:

• 8 hour shift

Experience:

• Customer service: 1 year (Preferred)
• Java: 1 year (Preferred)

Work Location: Remote

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