What are the responsibilities and job description for the Sr Software Support Engineer position at Lumen Inc?
About Lumen
Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.
We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.
The Role
The Sr Software Support Engineer is responsible for the availability, health, and support of production applications on midrange and in PaaS environments on-premises or cloud-based.
Application Monitoring and Standards : The engineer establishes and implements standards for monitoring production applications regarding availability, performance, workload, and infrastructure resilience in multi-cloud environments like AWS, Azure, and GCP.
Proactive Management and Troubleshooting : The role involves proactively managing day-to-day application health, addressing anomalies, leading analysis during outages, and troubleshooting incidents to minimize user impact and downtime.
Coordination and Process Improvement : The engineer collaborates with application development and infrastructure teams for upcoming releases, identifies monitoring and documentation needs, adheres to change management processes, and seeks process improvements.
Please review the responsibilities and requirements closely. This is a Production Software Support Engineer position not a Developer or Programmer.
Location and Schedule
This is a Work from Home position available from any US-based location. Shift is typical daytime business hours. Periodic 7x24 on-call support, some evening, and weekend work required.
The Main Responsibilities
Establish and implement standards for production application monitoring regarding availability, performance, workload, and infrastructure resilience, especially in a multi-cloud environment including AWS, AZURE, and GCP
Proactively review day-to-day health of the applications and address anomalies
Investigate issues and troubleshoot incident or major incidents affecting the applications
Engage cross-functional application development and infrastructure teams to assist in determining root cause and countermeasures
Coordinate with application development teams regarding implementation of upcoming releases involving code and / or configuration changes
Identify and address monitoring, process, documentation, and infrastructure needs associated with planned application changes
Understand and adhere to standard change and incident management processes
Establish and maintain operational documentation for production applications
Coordinate with infrastructure teams regarding upcoming maintenance activities
What We Look For in a Candidate
Knowledge, Skills or Abilities :
Working knowledge of Linux, Unix, and Windows operating systems.
Experienced with supporting applications in cloud environments including AWS, AZURE, and GCP.
Technical understanding of middleware components and the infrastructure in the environment.
Familiarity with applications involving Kubernetes, Docker, Tomcat, Apache, Wildfly, JWS, EAP, FUSE, and WebLogic. Familiarity with applications involving IIS, .NET Framework, and .NET Core.
Knowledge of tools such as AppDynamics, Zabbix, BigPanda, ServiceNow, Dimensions, GitHub, Nexus, Morpheus, Microsoft Teams, Excel, SharePoint, etc.
Strong troubleshooting skills to independently perform analysis and support of complex midrange application environments.
Preferred
Experience with PowerShell and PowerShell scripting.
Strong experience with script writing.
Experience working projects with both onshore and offshore resources.
Solid understanding of ITIL processes.
Education and Experience :
7 years of Production Support experience.
5 years managing production and maintenance type projects.
Compensation
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
Location Based Pay Ranges
82,969 - $110,625 in these states : AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY
87,117 - $116,156 in these states : CO HI MI MN NC NH NV OR RI
91,266 - $121,688 in these states : AK CA CT DC DE IL MA MD NJ NY TX VA WA
Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and / or sales compensation) as you move through the selection process.
Benefits
Bonus Structure
Requisition # : 336889
Background Screening
If you are selected for a position, there will be a background screen, which may include checks for criminal records and / or motor vehicle reports and / or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page () . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Equal Employment Opportunities
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Disclaimer
The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.
Application Deadline
03 / 04 / 2025
Salary : $82,969 - $110,625
