Engineering Support Specialist

Job Summary

The Engineering Support Specialist is an essential technical contributor in the organization who is responsible for providing second-level support and problem resolution for proprietary applications and products.

Their primary purpose is to triage, investigate, prioritize, and solve issues. This role will work closely with our product and engineering teams to improve documentation, processes, monitoring, and our products. They will be experts on our internal products and technology and will be capable of researching issues independently.

Responsibilities

Expectations:

• Incident Response: prioritize incoming inquiries and issues, acknowledging receipt and initiating the troubleshooting process promptly.
• Product and System Expertise: this person understands our products and services. Ensuring that they can effectively diagnose and resolve a wide range of engineering challenges.
• Standardization & Process Improvement: where it makes sense to do so, harmonize methods of ingesting, triaging, tracking, and communicating about issues.
• Effective Communication: Clear and concise communication is essential in this role. This person keeps stakeholders informed throughout the resolution process, providing regular updates and transparent feedback. Issue backlog review with the appropriate product and engineering resources will occur frequently. Frequent standups for triaging and routing will occur. Work will be visible, status will be clear, and measurements will exist.
  
  

Performance Outcomes

Performance Outcome: Technical Support and Collaboration

• Process Improvements: A consistent, repeatable, and clear process for issue communication and resolution exists and is being followed. Success can be measured here by the existence of a more coherent process, stakeholder surveys, and a baseline of issue throughput / time to close exists.
• Closed Issues: Issues are confirmed and triaged and then routed to be resolved by the appropriate team members, reducing direct requests to the product and engineering team. We should see a reduction of communication and investigation time being performed by Sr. Engineers.
• Product Improvements: A backlog of product improvements is created and prioritized that will reduce issues. Success can be measured by backlog depth of this work and how many tickets from this backlog are getting closed.
• Monitoring Improvements: A backlog of monitoring / testing improvements is created and prioritized that will catch issues more quickly. Success can be measured by backlog depth of this work and how many tickets from this backlog are getting closed.
• Feedback: Stakeholders, engineers, product managers, and the support team itself express positive feedback about the work this team does and the outputs they are producing.
  
  

Education, Knowledge, And Experience

• 0-5 years of industry experience in technical support, help desk support, or similar roles
• High School Diploma or equivalent; higher degree- a plus
• Proficiency with tools like Postman, Jira, Conflunce
• Understanding and exposure to APIs and databases.
• Proven aptitude for quickly learning systems, processes, and procedures, and grasping technical concepts
• Exceptional written and spoken communication skills with experience in interacting with a range of personalities and styles to establish an effective relationship at all levels of the organization
• Attributes:
• Ability to manage competing demands while remaining adaptable and flexible
• Willingness to learn new approaches and technologies
• Ability to work well with others in a collaborative environment
• Attention to detail and quality
• Open-minded approach to new ideas and approaches
• Passion for learning new technology
  

FLSA Status

Exempt

Physical Requirements/ Work Environment

Employee must be able to sit or stand for long periods of time, with the physical ability to work at the computer or other sedentary tasks for long periods of time. Employee can conduct duties discreetly and impartially. If working remotely, employee is able to work in a space that allows them to effectively complete their job tasks, including having reliable internet connectivity and the ability to participate effectively while on phone and video calls. Ability to work onsite at least some of the time may be required. Employee has regular and predictable attendance and punctuality. Ability to lift up to 50 pounds.

Additional Information

Location:

Remote Job Posting

Department

9310 Engineering

Time Type

Full time

Commitment to Equal Opportunity

PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.

If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com.