Position: Enterprise Support Engineer
Company: GlobalLogic
Category: DevOps
Experience required: 3y
English level: upper
Published: 2022-03-01T00:00:00+02:00

**Description:**
Our client delivers personalized experiences, cross-channel messaging and loyalty programs that add value to the customer relationships. The product enables marketers to rapidly scale and meet the demands of the modern consumer. Marketers can easily deploy targeted and triggered cross-channel campaigns, compile data from multiple sources, and strategically promote desired customer behaviors – effectively increasing revenue and enhancing customer experiences.

**Requirements:**
- Basic Linux/Unix production environments, networking and security concepts
- Basic Sybase, Oracle and/or MS SQL experience
- .NET or a similar programming or scripting language
- Business acumen, time management, logic & problem solving
- Linux/Unix production environments, networking and security concepts
- Familiarity with API and Identity authentication methods such as OAuth
- High-level language (C/C++, Java, Perl, Ruby, Python) and database concepts (SQL) and general web technologies (HTML, XML, API)
- AWS and Cloud Technologies a plus
- Analytical thinker with technical acumen and passion for executing plans into working solutions
- Obsessive attention to detail and a “get it done” attitude
- English – upper-intermediate. Direct communication with the client.

**Preferences:**
Linux, MSSQL, .NET, oAuth2, SQL, HTML, XML, AWS, Oracle Sybase, C++, Java, Perl, Ruby, Python

**Responsibilities:**
As an Enterprise Support Engineer, you are a named client-facing contact responsible to act as a client technical advocate, provide ongoing technical support, perform QA/testing on solution impacting deployments/releases, and help drive adoption of the Customer’s solution for a portfolio of enterprise-level clients.

Troubleshoot platform issues submitted by Designated Contacts for all production-related incidents and issues including the detection of system, application, or performance degradation or unavailability

Work with product management to channel client feedback and solutions into future releases of the Customer Engagement suite

Support the engineering organization with insight into how our clients use our product, so that they can develop better features

Research and solve complex issues impacting our customer’s utilization of our products

Escalate critical customer situations to the appropriate level of management and engineering expertise

Use your business and technical analysis skills to solve complex issues and promote best practices

Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction

Collaborate with other departments in the company to achieve customer satisfaction

**Answer “how do I…” inquires**

Perform post-release testing to ensure uninterrupted platform utilization & identify/mitigate risks of newly deployed functionality on existing campaigns

Monitor pre-identified mission-critical campaigns

Monitor overall solution efficiency and effectiveness, making optimization recommendations

Create and update internal and customer-facing documentation that forms a knowledge base of the customer’s solution.

Participate in regular status calls and quarterly business reviews

Provide weekly “Status of Cases” updates to client and internal stakeholders

Participate in scheduled on-site/remote optimization reviews as required