Job Location : Grand Rapids, MI(Onsite)
Job Duration : Long-term Contract(12+ months)
Jobid: CGEMJP00265084

Job Description:
There are multiple levels of Support Engineer defined with increasing levels of expectations and responsibilities as described in the STME Support Engineer Competency Rubric.

Responsibilities: 
*	Act as the second line of defense to resolve complex technical issues that Level 1 support could not solve.
*	Use specialized product knowledge and advanced troubleshooting skills to diagnose and resolve technical issues.
*	Access and interpret backend systems and diagnostic tools to facilitate problem diagnosis.
*	Document detailed problem information, including the specific conditions under which issues occur. Perform advanced troubleshooting, documenting steps taken and their results, including any changes to system configuration and application of software updates.
*	Evaluate and document the potential impact of technical issues, including the number of users affected and the implications for business operations.
*	Replicate and document problem scenarios, providing screenshots, logs, or other relevant evidence. Collaborate with other teams (such as development or quality assurance teams) to ensure effective resolution of issues.
*	Escalate issues to Level 3 support when necessary, ensuring adherence to established development and release processes to control risk and maintain code quality.
*	Contribute to the creation and update of technical support documentation, ensuring all information is accurate, relevant, and user-friendly.
*	Continually update knowledge and skills regarding the product, the technologies it uses, and effective problem-solving techniques.
*	Execute definable and repeatable operational tasks as needed to support the continued operation of technology solutions.
*	Participate in shift hand-off to ensure smooth coverage of ongoing incidents or problems. 
Requirements: 
*	Proven experience in a technical support role, ideally with exposure to a Level 2 support role or equivalent.
*	Deep understanding of the product and its associated technologies.
*	Strong problem-solving abilities and the capacity to handle complex technical issues.
*	Experience with backend systems and knowledge of how changes to these systems can affect the overall product.
*	Excellent written and verbal communication skills, with the ability to clearly and concisely document and explain technical issues, troubleshooting steps, and solutions.
*	Capability to evaluate and document the business impact of technical issues. Excellent team collaboration skills, with experience working effectively with different teams and levels of support. Comfort working in a fast-paced, high-pressure environment.
*	Solid understanding of development and release processes, with an emphasis on risk management and quality.
*	Commitment to ongoing learning and development in technical and soft skills.
*	Ability to write SQL queries to assist in troubleshooting
*	Capacity to interpret and understand code, preferably .NET languages
*	Experience with other tools such as Postman, Dynatrace, Fiddler, Splunk, Azure Monitor, Azure DevOps.
Why work with us - At Net2Source, we believe everyone has an opportunity to lead. We see the importance of your perspective and your ability to create value. We want you to fit in—with an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment; but we also want you to stand out—with opportunities to have a strategic impact, innovate, and take necessary steps to make your mark. We help clients with new skilling, talent strategy, leadership development, employee experience, transformational change management and beyond.
Equal Employment Opportunity Statement:
Net2Source is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
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API

Excellent role of Applications Support Engineer @ Grand Rapids, MI
