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Job Description_Support Engineer (Production Platform) (3)

The document outlines a job posting for a Support Engineer with over 5 years of experience, requiring proficiency in English (B2-C1) and remote work from Latin America. Key responsibilities include troubleshooting order management issues, performing root-cause analysis, and collaborating with cross-functional teams, with a focus on tools like Splunk and Postman. Preferred qualifications include experience with incident management systems and strong problem-solving skills.

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eduardo.a.rohr
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3 views

Job Description_Support Engineer (Production Platform) (3)

The document outlines a job posting for a Support Engineer with over 5 years of experience, requiring proficiency in English (B2-C1) and remote work from Latin America. Key responsibilities include troubleshooting order management issues, performing root-cause analysis, and collaborating with cross-functional teams, with a focus on tools like Splunk and Postman. Preferred qualifications include experience with incident management systems and strong problem-solving skills.

Uploaded by

eduardo.a.rohr
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Experience in the role: 5+ years of experience

English Level Required: B2 - C1


Working Hours: PST
Location: Remote from LatAm
Role: Support Engineer

We are seeking an experienced Support Engineer to join our team. The ideal candidate will have a
strong background in debugging and resolving systems and connectivity issues in transactional
systems, with expertise in Splunk, Postman, and relational databases. The successful candidate will be
responsible for troubleshooting order management and related system issues, performing root-cause
analysis, and collaborating with cross-functional teams to resolve incidents.

Key Responsibilities:
• Troubleshoot order management and related upstream and downstream system issues reported
via incident ticket management system
• Perform root-cause analysis and drive incidents to completion
• Extensive use of Splunk to research incident tickets and systems health
• Collaborate with other Support Engineers, Software Engineers, and Quality Engineers to resolve
incidents
• Use and update Support runbooks for resolving incidents
• Monitor platform system health and report or resolve degraded performance • Rotating on
call responsibilities to monitor for and respond to critical system outages during evenings and
weekends

Requirements:
• 5+ years' experience debugging and resolving systems and connectivity issues in transactional
systems
• 3+ years' experience working with Splunk
• 3+ years' experience working with Postman or similar tool
• 3+ years' experience using and interpreting critical system metrics to monitor, and root-cause
diagnose systems and connectivity issues
• 3+ years' experience of working with relational databases such as MySQL or MSSQL

Preferred Qualifications:
• Experience with incident ticket management systems
• Strong understanding of system architecture and design
• Excellent problem-solving and analytical skills
• Strong communication and collaboration skills
• Experience with on-call rotations and after-hours support
Note: This job description is intended to provide a general overview of the position and does
not encompass all tasks or responsibilities that may be assigned.

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