LEAD SUPPORT ENGINEER COVER LETTER TEMPLATE

• Develop operational solutions by defining, studying, estimating, and testing alternative approaches.
• Document, implement, and evolve standard operating procedures.
• Proactively identify operational problems by observing and studying the functioning and performance of systems.
• Anticipate operational problems by studying operating environments and trends.
• Take ownership of customer issues reported and see problems through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve system issues, including application, network, host/virtual machine, and cloud environment resources.
• Create and update service requests and incidents to reflect status and manage customer expectations throughout escalation and/or resolution.
• Follow up with customers to ensure their issues are resolved.

Skills: Operational Analysis, SOP Development, Problem Identification, Trend Analysis, Incident Ownership, Technical Troubleshooting, Service Request Management, Customer Issue Resolution

• Document troubleshooting guides and knowledge base articles for commonly reported issues or requests.
• Work with cross-functional teams during the development lifecycle.
• Identify areas of concern or improvement and determine risks and risk mitigation approaches for new functionality and new system components.
• Analyze architecture and design documentation to plan for future cloud infrastructure capacity requirements.
• Provide software application support.
• Perform analyses on software application functionality and operating environments and suggest improvements.
• Manage application and infrastructure deployments across environments, adhering to formal change management procedures.
• Establish the root cause of errors, and work with cross-functional teams to implement solutions.

Skills: Technical Documentation, Cross-Functional Collaboration, Risk Assessment, Cloud Capacity Planning, Application Support, Systems Analysis, Change Management, Root Cause Analysis

• Participate in the design and drive the implementation of the Data and Analytics environment.
• Build data pipelines to ensure the data from various sources is stored and transformed into a format suitable for analysis.
• Take responsibility for the quality of solutions, testing and those best practices are being used.
• Collaborate with other development teams and be an ambassador for the team and the vision on how to leverage data.
• Create and maintain high-quality data pipeline architecture.
• Obtain relevant business and system knowledge to convert requirements efficiently to technical design documentation and conceptual data modeling.
• Ingest large, complex data sets, automate manual processes, optimize data delivery, improve data quality, etc.
• Follow best practices and existing guidelines but also push the limits.

Skills: Data Architecture Design, Data Pipeline Development, Data Quality Assurance, Cross-Team Collaboration, Analytics Platform Implementation, Data Modeling, Large-Scale Data Processing, Best Practices Optimization

• Diagnose and solve problems using scripts, maintenance tools, and technical skills.
• Maintain required service level response and resolution times for all systems.
• Display initiative and versatility in identifying, learning and developing technical skills.
• Test of software and providing technical feedback to customers, 3rd party vendors, and development teams.
• Work with team members to identify training opportunities and develop training programs or plans based on team objectives.
• Diagnose performance problems using available performance tools and system indicators.
• Develop onsite modifications that ensure continuous improvement of tools and resources.
• Take ownership of critical technical issues and develop processes or applications to enhance the team's ability to achieve its goals.

Skills: Technical Troubleshooting, SLA Management, Continuous Skill Development, Software Testing Feedback, Team Training Development, Performance Diagnostics, Continuous Improvement, Issue Ownership

• Provide technical support for any customer issues escalated from the Customer Support team.
• Complete initial triage, recreation and technical assessment of issues escalated from Customer Support.
• Work with team members across Customer Success and Product and Engineering to ensure the resolution of issues in a timely manner.
• Triage and manage ''exception reports'' to document issues and manually reconcile data on different IT systems.
• Grow the capability of the support engineering team to allow them to start completing small, low-risk code fixes.
• Monitor notifications from error tracking systems and investigate issues identified on the Ruby on Rails application.
• Provide an escalation and decision point for the Support Engineering team.
• Drive continual improvement to establish Support Engineering as an effective technical support service.
• Provide leadership for the Support Engineering team, ensuring SLA’s are met and defined processes are fit for purpose.

Skills: Escalated Technical Support, Issue Triage and Assessment, Cross-Functional Collaboration, Data Reconciliation, Support Engineering Enablement, Application Monitoring, Escalation Management, Technical Team Leadership

• Evaluate and manage requests from various stakeholders, and apply the necessary configuration updates of approved requests in the ServiceNow Development environment.
• Ensure requests align with the overall direction of the platform, the IRM module, and the VRM modules.
• Configure and update applicable forms, fields, UI policies, UI Actions, Data Policies and workflows within the IRM and VRM modules.
• Support Service Catalog functionality leveraged within the IRM and VRM modules.
• Support reporting requests and utilize performance analytics, dashboards, and database views.
• Work closely with the ServiceNow platform team.
• Deploy update sets between the different environments.
• Collaborate with the ServiceNow platform team for enhancements requiring advanced customization, coding, and integrations.

Skills: ServiceNow Configuration, Stakeholder Management, IRM VRM Expertise, UI Workflow Setup, Service Catalog Support, Performance Analytics, Update Deployment, Platform Collaboration

• Report to the Director of Operations | Global Support Services.
• Build and lead the night shift for the existing support group.
• Partner with support leadership to operationalize and improve support processes.
• Drive positive outcomes for technical support issues across the account portfolio.
• Foster education and process documentation for the support team.
• Partner with platform operations and customer success teams to drive support models and new processes focused on scalability.
• Provide exemplary service to clients and internal collaborators.
• Lead teams to drive strategic initiatives.
• Grow and mentor associate and junior members of the team in professional and technical skills.

Skills: Support Team Leadership, Night Shift Operations, Process Improvement, Technical Issue Management, Documentation Enablement, Cross-Team Collaboration, Client Service Excellence, Team Mentorship

• Act as a role model in sharing competence within the entire CSC unit.
• Initiate, participate in, and act as a resource in case-specific task forces.
• Conduct an in-depth analysis of incidents.
• Enhance and expand troubleshooting capabilities.
• Assume greater ownership of complex cases.
• Assist the team with escalated cases, especially those that are technically challenging, driving progress in them.
• Conduct training and mentorship of existing CSC personnel.
• Train and onboard new joiners in specific technical platforms.
• Work closely with 2nd and 3rd line units, to secure best practices, lessons learnt and competence sharing.

Skills: Technical Leadership, Task Force Participation, Incident Analysis, Advanced Troubleshooting, Complex Case Ownership, Escalation Support, Team Training, Cross-Line Collaboration

• Lead and manage the team to ensure the smooth daily running of the production environment and systems.
• Proactively engage in managing the availability, reliability and performance of the environments.
• Act as an escalation point for critical incidents and services and lead the team to successful resolutions.
• Engage with other in-house teams (Devs/Network/infrastructure/DBAs, etc.)
• Help develop, manage and improve the environment and bring issues/problems to a quick resolution.
• Lead and aid the team in optimizing deployments and work with technical teams to provide input and guidance on deployment frameworks.
• Review, create and maintain process documentation.
• Coordinate key operational and project workloads for the team.
• Help to coordinate the hiring process for new team members, screening and interviewing.

Skills: Production Operations, Availability Management, Incident Escalation, Cross-Team Coordination, Environment Optimization, Deployment Optimization, Process Documentation, Team Resource Planning

• Document and communicate requirements as generated by IT peers or users.
• Effectively manage the development and support that meet high levels of quality, security and performance.
• Effectively troubleshoot and provide resolutions to end-user-related issues as a level 2 support resource across the company.
• Effectively document design and development work in line with change management procedures.
• Assist IT, peers and users to solve problems or develop enhancements.
• Analyze existing software programs and procedures, recommends additional programming methods and/or routines to improve efficiency.
• Perform basic configuration and set up to facilitate new functionality.
• Develop procedures, work order instructions and technical artefacts related to supporting customers.
• Apply deep issues analyses, including defining problems in technical terms, to expedite the development team's assessment and analysis.
• Provide technical training and new product roll-out training to the support team.
• Deliver complex troubleshooting of installation problems and 2nd/3rd level support in providing customer issue resolutions.
• Determine and guide development of the ''field support'' toolbox, enabling streamlined remote/on-site debugging of client issues.

Skills: Requirements Capture, Application Support, L2 L3 Support, Change Documentation, Technical Troubleshooting, Software Analysis, System Configuration, Issue Analysis

• Support Engineering experience.
• DevOps Engineering, Software Engineering, or System Administration experience.
• Strong preference for practitioner or production experience with Consul.
• Experience leading a team of support engineers.
• Experience with scripting tool of choice to help automate reproduction environments (for example, Bash, Python, PowerShell).
• Ability to read sophisticated code (Go) for troubleshooting and familiarity with Github.
• Experience with REST APIs and command-line tools.
• Strong written and verbal communication skills, technical writing experience.
• Able to work well, with an excellent work ethic, attention to detail, and a self-starter.
• Experience in troubleshooting and resolving urgent, high-visibility technical problems.
• Strong familiarity with Distributed Systems, Microservice architecture, and Containers.
• Must have an interest in cloud adoption and technology at scale.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Experience in reporting or data trends (explore, Zendesk, Tableau, etc.)

Qualifications: BS in Network Engineering with 8 years of Experience

• Experience in software support.
• Able to assess change for impact on existing application and infrastructure.
• Able to plan changes and validate changes.
• Able to improve the overall landscape of support of core applications to determine resiliency, availability, security and automation improvements.
• Experience with such tools as MuleSoft, Control-M, Splunk, Informatica, or other interface or monitoring software.
• Experience with network and security technologies such as routing, switching, load balancing, whitelisting, IAMs, SSO (SAML), OAuth, IDS, CASB, OTP, and proxy.
• Experience with data analytics on system usage, performance, and incidents.
• Extensive hands-on experience solving business problems with software.
• Solid project management and organizational skills.
• Understanding of the challenges of working with distributed and multi-threaded systems.
• Experience in monitoring those systems and troubleshooting problems.
• Good understanding of enterprise architecture patterns.
• Knowledge and experience working with ACI's UOB Platform.
• Knowledge and experience working in Commercial Banking.

Qualifications: BS in Computer Science with 7 years of Experience

• Experience managing a team, experience in an industry with scale-type problems.
• Strong software architecture and system integration skills.
• Technical capacity planning skills.
• Production issues escalation experience.
• Must have startup experience.
• Ability to ship both MVPs and highly scalable products.
• Experience leading high-performance technical teams.
• Experience in a high-growth, fast-scaling environment.
• Experience with SCRUM, Kanban, or some other agile frameworks.
• Ability to communicate complicated technical problems and solutions to both technical and business audiences.
• Knowledge in testing and experimenting strategies, both in development and production.
• Strong familiarity with microservice-oriented software architectures.

Qualifications: BA in Information Management with 10 years of Experience

• Advanced knowledge about Arelion, products and customers.
• Advanced knowledge about Arelion Network in one or more of these areas: IP, Mobile.
• Advanced documented technical know-how and skills in terms of troubleshooting (e.g., TCP/IP, MPLS, BGP, QoS, DWDM, roaming signaling, etc.)
• Able to assess personal characteristics.
• Ability to take on an operational leadership role with a need for immediate decisions and execution.
• Must have analytical capabilities and drive to turn information into fact-based knowledge.
• Able to persist and be self-propelling.
• Able to coordinate all parties in troubleshooting.

Qualifications: BS in Software Engineering with 7 years of Experience

• Good team player with a great sense of responsibility and excellent communicator.
• Able to handle several issues simultaneously.
• Excellent/fluent English (written and spoken) on a highly technical and professional level and other languages.
• Solid knowledge of IP technologies, as well as other telecommunication technology layers such as transmission, voice, roaming, and Ethernet.
• Must have Cisco/Juniper certification and/or understanding of signaling.
• Must have ITIL knowledge.
• Basic programming skills in Python, SQL, etc.
• Must have project management experience.

Qualifications: BS in Information Technology with 5 years of Experience

• Professional experience troubleshooting, maintaining, or developing data-driven applications connected to relational databases, XML sources, web services, and/or big data back-end systems.
• Broad experience in operating systems such as Linux, Unix, Windows, and AIX.
• Experience various databases, including MySQL, Oracle, SQL Server, and/or PostgreSQL.
• Experience popular application servers, including Tomcat, JBoss, WebSphere, Weblogic, and GlassFish.
• Experience client-side web technologies like JavaScript and CSS.
• Experience Java and Java Frameworks such as Spring and Spring Security(formerly Acegi).
• Ability to learn quickly.
• Excellent problem investigation and solving skills.

Qualifications: BS in Computer Engineering with 6 years of Experience

• Excellent communication (verbal and written) and customer management skills.
• Ability to empathize and interact effectively with demanding enterprise accounts.
• Strong time management skills.
• Fluent in multiple languages (English, French, German, and/or Spanish).
• Experience with Salesforce.com, cloud providers (AWS, Azure), Docker/K8s.
• Experience with REST and other web services, diagnostic clients used to troubleshoot web-based APIs.
• Experience deploying Business Intelligence (BI) related software and building reports within BI-related software.
• Experience with open source software solutions.

Qualifications: BS in Information Systems with 5 years of Experience

• Able to interpret technical standards, including 3GPP, IETF, GSMA, ANSI and ITU to drive product implementation and testing.
• Must have exposure to 5G Core Network Architecture and Principles.
• Strong familiarity with OpenStack.
• Understanding of Cloud Technologies (VMware, KVM, Containers, Kubernetes/Docker, etc. at a high level.
• Must be familiar with IMS call Flows, able to use standard and use standard network debugging utilities.
• Strong familiarity with automation frameworks (Ansible, etc.)
• Ability to perform end-to-end call flow testing for Voice over LTE, Voice over Wifi, Data Calls, etc.
• Experience in testing interoperability and features of TAS, IMS, HSS, P-CSCF, PCRF, and MGCF.

Qualifications: BS in Cybersecurity with 6 years of Experience

• Strong familiarity with 3G networks and protocols (MAP, IS41).
• High-level understanding of GSM/CDMA network components, functions and flows.
• Able to utilize packet tracing tools (including IRIS Session Analyzer, Wireshark, tcpdump) to troubleshoot issues in the scope of deep packet inspection, latency, packet-drop, QoS, IMS interfaces (including Sh, Mw, ISC, CX, S6a, S11, SGI, CX, GM, RX, SY, GX, and GY), protocols (including TCP/IP, UDP, RTP, RTSP, ICMP, DHCP, TLS, NTP, SMTP, DNS, SIP, SDP, Diameter, HTTP, Telnet, and MIME), LTE, audio and video codecs (including AMR, AMR-WB, AMR-NB, PCMU, PCMA, and h.264), and transcoding functions (transcoders).
• Working experience with Linux platforms.
• Ability to script (in bash/Perl/Python).
• Working knowledge of SQL commands.
• Strong familiarity with distributed databases like Couchbase, Cassandra, and Swift.
• Strong familiarity with IP networking concepts ( TCP, UDP, IP, VLAN, IP Subnet).

Qualifications: BA in Technology Management with 7 years of Experience

• Strong experience in a technical support environment in a technical product/software company.
• Experience using Application Servers, ERP, WMS, PSA Tools.
• Must have scripting knowledge.
• Able to manage queues and delegate work effectively amongst a team.
• Experience coaching team on best practices, processes, and goals.
• Strong relationship-building skills, key areas of the business include Engineering, Product Managers, and L1 Customer Support.
• Strong analytical and problem-solving skills.
• Ability to interpret and present data.
• Great attention to detail.
• Excellent written and verbal skills.

Qualifications: BS in Data Systems Engineering with 5 years of Experience