Application Support Engineering Analyst

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Requirements:

• 1-3 years of experience in a technical support, software engineering, or a similar role, with a proven track record of problem-solving and technical troubleshooting.
• Proficiency in Python or Javascript programming, with the ability to write, read, and debug code effectively to resolve issues and implement software enhancements.
• Familiarity with DevOps practices, including CI/CD pipelines, feature flags, and unit testing, to support efficient software development and deployment processes.
• Exceptional communication skills with the capability to articulate complex technical information in a clear and concise manner to non-technical stakeholders.
• A customer-focused approach, dedicated to providing high-quality support and solutions to client inquiries and issues.
• The ability to work collaboratively with team members across different functions and disciplines, prioritizing tasks and managing multiple projects simultaneously.
• Basic understanding of software development concepts and technologies, with a willingness to continuously learn and adapt to new tools and practices.
• Knowledge of the blockchain industry and decentralized finance (DeFi) is advantageous but not required.

Responsibilities:

• Diagnose and resolve technical issues related to our simulation software, serving as the first and second levels of support (L1 and L2).
• Collaborate closely with clients to understand their technical problems and provide solutions that are easy to comprehend for non-technical users.
• Work on software development tasks, including fixing bugs, addressing technical debt, enhancing existing features, and developing new small features.
• Contribute to the creation and management of CI/CD pipelines and release management processes to ensure smooth and reliable software deployment.
• Engage with cross-functional teams, including product managers and engineers, to address complex technical challenges and improve product quality and performance.
• Maintain comprehensive documentation of support issues, resolutions, and software modifications to ensure knowledge sharing and process efficiency.
• Keep abreast of the latest technologies and industry trends to enhance support quality and offer insightful advice to clients.