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Support ManagerSr Support Engineer

Customized Energy Solutions
Philadelphia, PA Full Time
POSTED ON 3/10/2025
AVAILABLE BEFORE 6/11/2025

We are seeking a dedicated and proactive Support Engineer to join our IT team. The ideal candidate will play a critical role in managing and resolving application issues (Sev2 and Sev3 monitoring system performance and collaborating with development teams to ensure the smooth operation of our web applications. This position focuses on leveraging observability tools and cuttingedge technologies to maintain high standards of reliability and performance across our APIfirst web application portfolio.

Key Responsibilities

  • Issue Resolution :

Triaging and resolving Sev2 and Sev3 issues in production and staging environments.

  • Performing root cause analysis and documenting resolutions to build a knowledge base.
  • Escalating critical issues (Sev1 to senior engineers or relevant teams as needed.
  • Monitoring and Observability :

    • Utilize observability stacks (e.g. Elastic) to monitor application performance identify bottlenecks and ensure system uptime.

  • Set up and maintain dashboards and alerts to address performance and availability concerns proactively.
  • Collaboration :

    • Work closely with development teams to address recurring issues and optimize system performance.

  • Communicate effectively with stakeholders about issue status resolution timelines and preventive measures.
  • Operational Support :

    • Assist in deploying configuring and maintaining APIfirst applications ensuring alignment with best practices.

  • Support database operations for technologies like MongoDB Atlas MySQL Server RDS and InfluxDB.
  • Guide AWS tools and services including Lambda and related technologies.
  • Continuous Improvement :

    • Suggest improving processes and tools for better incident management and system reliability.

  • Participate in knowledgesharing sessions to upskill the team and enhance incident response capabilities.

    • Qualifications :

  • Bachelors degree in computer science Information Technology or a related field (or equivalent experience).
  • Proven experience in a support or operational role within a technologydriven environment.
  • Handson experience with :

    • Databases : MongoDB Atlas MySQL RDS.

  • Observability tools : Elastic stack or equivalent.
  • API development and monitoring : Familiarity with Djangobased APIs.
  • Cloud services : AWS tools like Lambda.
  • Strong understanding of system performance monitoring and incident management practices.
  • Excellent troubleshooting and problemsolving skills.
  • Strong communication and collaboration abilities with a customerfocused mindset.

    • Preferred Skills

  • Experience with additional observability tools and frameworks.
  • Basic knowledge of Influx DB or similar timeseries databases.
  • Familiarity with DevOps practices and CI / CD pipelines.
  • Scripting experience (e.g. Python or Bash) for automation purposes.

    • Additional Information :

    Customized Energy Solutions offers competitive salary commensurate with experience.  Benefits include performance bonus and profitsharing Medical Savings Account comprehensive health Insurance disability insurance life insurance and 401K matching and tuition reimbursement. Excellent opportunities for advancement.

    Customized Energy Solutions provides equal employment opportunities to all applicants without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.

    Remote Work : Employment Type :

    Fulltime

    Key Skills

    Ruby,Mac Os,Computer Networking,Windows,TCP,Customer Support,Linux,Shell Scripting,VPN,Dns,Technical Support,Troubleshooting

    Experience : years

    Vacancy : 1

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