Job Description

The Enterprise Support Engineer will be responsible for providing technical assistance, troubleshooting, and resolving issues related to our client's logistics software applications and systems. The ideal candidate should have passion for technology, demonstrated problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders.


The candidate should have experience in Node.js development along with a solid understanding of the software development lifecycle (SDLC) and agile processes to be able to debug issues and handle them independently.


Responsibilities:


• Work during US daytime hours for team and client collaboration.
• Investigate and troubleshoot reported issues, identify root causes, and implement solutions in a timely manner to minimize downtime and disruption.
• Collaborate with software product owner, developers, and QA engineers to diagnose and resolve complex technical issues.
• Develop patches, hotfixes, or updates to address bugs, vulnerabilities, or performance issues in software applications or systems.
• Independently develop and maintain knowledge base articles, FAQs, and documentation to assist clients and their customers.
• Individually participate in client calls and provide technical assistance to clients, their customers, and internal teams independently.
• Communicate effectively with stakeholders to gather requirements, provide status updates, and escalate issues as needed.
• Proactively identify opportunities for process improvement and contribute to the enhancement of our software products.
• Participate in the testing and validation of software updates, patches, and new releases to ensure quality and reliability.
• Deep dive into the client's products by studying their features and other relevant information.
• Increase proficiency level in technologies used by the client and investigate and develop skills in new technologies.

The ideal candidate for the position should have the following skills and experience:


Technical Qualifications:


• Experience with Node.js and frameworks available.
• Experience in a technical assistance role, preferably in a customer-facing environment.
• Working knowledge of AWS SAM, Serverless framework to deploy REST APIs using API Gateway, Lambda functions.
• Working knowledge of web technologies (TypeScript, JavaScript) and frameworks (Angular, React).
• Working knowledge of SQL and NoSQL databases.
• Knowledge of working in an Agile development environment and methodologies.
• Knowledge of logistics and supply chain management concepts, processes, and systems is a plus.

Personal Skills:


• Demonstrated analytical and problem-solving skills to diagnose and resolve technical issues efficiently.
• Effective communication skills, with the ability to articulate technical concepts to both technical and non-technical audiences.
• Ability to identify alternative approaches, ask appropriate questions and implement workable solutions to problems.
• Ability to quickly learn new concepts and software as necessary.
• Ability to work independently and in a team environment.
• Ability to manage multiple issues simultaneously while maintaining attention to detail.


Education and Work Experience:


• Bachelor's degree in Computer Science, Engineering, or related field.
• Minimum 2 years of experience in technical assistance, or a related field, preferably in the logistics or supply chain industry.