Support Engineer, Sertifi

• Bachelor’s Degree in Computer Science, Software Engineering, or equivalent experience
• Ability to apply critical thinking and problem solving to remediate customer reported issues
• Introductory level Software Engineering skills
• Comfortable writing complex SQL queries
• Excellent verbal and written communication skills to collaborate across internal teams
• Storing client focused attitude with an ability to work in a fast-paced environment and effectively prioritize tasks
• Physical Requirements:
• While performing the duties of this Job, the employee is regularly required to sit; use hands to type, use computer, phone, cell phone and other office/home office equipment/technology
• Must be able speak, see and hear. Must be able to remain in a stationary position for prolonged periods of time

Desirable

• We are currently seeking a Support Engineer to work across our Customer Success, Product, Engineering, Quality, and Operations Teams to provide support for the Sertifi product portfolio
• This position will provide exposures across a number of different disciplines within a product driven technology organization and serve as a jumping off point to enter the next phase of your career
• This is an individual contributor role, and our ideal candidate will work closely with our customers and internal teams to identify, remediate, and escalate issues that are impacting customers
• This position will report into our Manager, Site Reliability
• Work with cross-functional teams to investigate and resolve issues in a distributed SaaS application
• Build internal applications to automate recurring tasks
• Write SQL queries for data mining / issue investigation
• Analyze logs to investigate issue origins
• Create and maintain documentation for new processes and support resolutions
• Utilize JIRA for internal case tracking, updating the cases to ensure proper documentation
• Build dashboards and alerting for application monitoring
• Participate in a rotational 24x7 on-call support coverage as needed