Systems Engineer - Cloud Support

Systems Engineer is responsible for providing superior support to our clients. As a front line contact, you will ensure that our products are working as intended, assist with complex technical solutions, and address technical questions. This may involve troubleshooting issues, investigating and reporting product bugs, and offering suggestions to maximize performance and product functionality. Solution Support Engineers will be expected to gain a rapid familiarity with our products to effectively troubleshoot and provide sound resolutions and / or recommendations. A successful candidate must be able to thrive in a fast-paced environment, where they will be expected to contribute to the development of policies, procedures, and best practices

Internally, you will work closely with Development, QA, Product, and Solutions Engineering groups. As product bugs are discovered, you will be responsible for recreating, documenting, and escalating issues up through the company. Additionally, you will provide solutions and feedback for continuous product improvement.

Responsibilities

• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers through to resolution
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles

Qualifications

Required Qualifications :

Required Skills : Monitoring experience with Dynatrace / Splunk Support Engineer or Solutions Engineer Diagnose AWS related issues Kubernetes

Basic Qualification :

Additional Skills :

Background Check : Yes

Drug Screen : Yes

Notes :

Selling points for candidate :

Project Verification Info : MSA : Restricted Client Letter : Will Not Provide"

Exclusive to Apex : No

Face to face interview required : No

Candidate must be local : No

Candidate must be authorized to work without sponsorship : : No

Interview times set : : No

Type of project : Master Job Title :

Branch Code :