Job Summary:
We are seeking a skilled and motivated Tier 2 Support Engineer to join our team. In this role, you will provide advanced technical support for our Ingestion and Platform processes, serving as the second level of escalation for complex technical issues. You will collaborate closely with the Platform Support, Ingestion Support and the Engineering teams to troubleshoot, diagnose, and resolve issues that do not require code changes. This role includes 24/5 support coverage to ensure uninterrupted service.

Key Responsibilities:

• Incident Management: Act as the second point of contact for escalated issues from Tier 1 support teams, focusing on resolving platform and ingestion process-related incidents within SLA timeframes.
• Technical Troubleshooting: Investigate and diagnose complex platform and ingestion process issues, using a combination of monitoring tools, log analysis, and issue replication to identify root causes.
• Platform & Process Expertise: Gain a deep understanding of Trax platforms and ingestion pipelines you support, including system architecture, integrations, and data flow, to efficiently handle advanced support requests.
• Problem Resolution: Provide resolution to complex issues through workarounds or configuration changes that do not require code modification. Escalate unresolved issues to development teams when necessary.
• Collaboration: Work closely with cross-functional teams including Platform Engineering, DevOps, and Ingestion Pipeline teams to resolve technical issues and improve platform stability.
• Documentation: Maintain accurate records of support requests, troubleshooting steps, and resolutions in ticketing systems. Contribute to the knowledge base for internal teams by documenting common issues and solutions.
• Monitoring & Alerts: Use monitoring tools to proactively identify potential issues within the platforms and ingestion pipelines. Respond to alerts and take appropriate actions to prevent downtime.
• Continuous Improvement: Recommend process improvements and collaborate with relevant teams to enhance system stability, reduce issue occurrence, and improve response times.
• Shift Work: Provide 24/5 support coverage, participating in rotating shifts as needed to ensure consistent platform availability and issue resolution.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in a Tier 2 or similar application support role.
• Strong understanding of platform and ingestion processes, including system integrations, data pipelines, and monitoring.
• Experience with troubleshooting tools and techniques such as log analysis, issue replication, and root cause identification.
• Familiarity with monitoring tools (e.g., Nagios, Datadog, Zabbix) and ticketing systems (e.g., Jira).
• Ability to work under pressure and manage multiple issues concurrently.
• Strong communication skills to effectively collaborate with internal teams and explain technical issues to non-technical stakeholders.
• Experience with Linux/Unix systems and basic networking concepts is a plus.

Preferred Qualifications:

• Experience working in a 24/5 or on-call support environment.
• Knowledge of cloud-based platforms (e.g., AWS, Azure) and microservices architecture.
• Experience with SQL and database query language for troubleshooting data-related issues.
• Experience with .NET applications support is a plus.

Schedule:
This role includes 24/5 support coverage, which may require rotating shifts, including nights and weekends.