HQ:Toronto, ON

Employees:50 - 499

Company Website

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Application Support Engineer

Tulip Retail

October 2nd, 2017 | 3:19 PM EST

Toronto, ON

Full-time

Company Overview

Tulip’s mission is to enable next generation retail workers with world-class mobile-first, cloud-first enterprise software.

Job Description

This role will report to a Technical Lead and will be working closely with the Customer Success, Delivery and Product teams. You will provide support for conducting investigation and troubleshooting of production technical incidents. You will proactively monitor our production systems. You will provide active shift support to applications, and monitor batch processes. You will work with groups to understand the issues related to production incidents where you will resolve them quickly and properly. If you are someone who is seeking the chance to make an impact on a company, a solution, and the end users, all while building a career for yourself, this is the opportunity to consider.

Responsibilities

What you'll do:
  • Monitor of production services to confirm service availability
  • Responsible for accurate, timely logging of all support calls in call tracking system and escalation of problems where appropriate
  • Assist with the organization, publishing and maintaining of technical documentation, production support playbooks and knowledge base
  • Serve as the technical contact during off-hours for our clients via e-mail, Slack, phone calls and automated alerts
  • Identify, research, and resolve technical problems pertinent to the applications, including code level analysis
  • Develop new systems and improve existing systems that will assist in the monitoring and maintenance of our production services
  • Engage with our software development teams in developing improvements and best practices to achieve smooth operation and service availability
  • Ensure management is updated on issues in a timely manner

Qualifications

What you have:
  • Technical post-secondary degree (e.g. Computer Science, Engineering, etc.)
  • 2+ years of experience in application support
  • 3+ years relevant experience in the information technology/software industry
  • Experience troubleshooting multi-tiered solutions, including integration with external/3rd party systems
  • Ability to prioritize multiple tasks in a fast paced environment
  • Comfortable being customer facing, including participating in or leading status meetings
  • Understanding of SQL databases including basic queries and investigative work
  • Good time management abilities that facilitate structured teamwork
  • Ability to focus while under pressure and pay attention to detail
  • Exceptional troubleshooting and problem solving skills
Bonus
  • Experience with ticketing systems such as JIRA, Zendesk
  • Experience with APM’s such as New Relic, Dynatrace, DataDog
  • Experience with log analysis tools like Splunk