Job Description
Provide development support to the software development community across the organization by managing, maintaining, and troubleshooting client’s internal software applications and tools. This role requires strong technical expertise, including experience in Machine Learning, Python, SQL, and Linux, along with excellent communication skills to collaborate with co-workers and engineers to diagnose and resolve issues effectively. A background in Dev/User support is advantageous.
Roles and Responsibilities
- Support Requests: Respond to and triage support questions and support requests from client engineers to ensure efficient problem resolution.
- Workflow Adherence: Follow internally developed support processes and workflows to maintain consistent, high-quality support.
- Escalation: Communicate and escalate issues to the proper engineering teams or owners for resolution as necessary, ensuring efficient handoffs.
- Issue Investigation: Use client tools to investigate problems, correlating them to release events or code rollouts as needed.
- Debugging: Extract relevant information from log files and other sources to debug issues, identify root causes, or contact appropriate owners.
- Basic Debugging Techniques: Apply debugging techniques and tools to clarify issues and document relevant information for owners.
- Tool Development: Write basic tools and test cases to improve support speed and quality, helping streamline support processes.
- Documentation Improvement: Collaborate with technical writers to improve documentation in areas covered by support.
Required Skills
- Machine Learning: Strong understanding of Machine Learning fundamentals and applications to support engineers.
- Python: Proficient in Python for scripting and troubleshooting support tools.
- SQL: Experience with SQL for data extraction, analysis, and investigation.
- Linux: Proficiency in Linux for managing and troubleshooting server issues.
Good to Have
- Dev/User Support Experience: Experience providing technical support for development or user environments, facilitating issue resolution and communication.
