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Senior Support Engineer
Ref No.: 18-01447
Location: Charlotte, North Carolina
The Senior Support Engineer is responsible for all non-production environments. The ideal candidate should have hands on experience learning, triaging (both proactive and reactive) and documenting application stacks, using monitoring tools (Splunk, AppDynamics, UI-session replay, Sentry, and/or others) and have expert-level proficiency in at least one area such as content delivery, application development (Java, JavaScript), networking or infrastructure. They should understand web traffic movement through all layers of infrastructure including F5 load balancers and firewalls.

The Senior Support Engineer will partner with application development and API teams to gain understanding of the application stacks, triage environment issues, design monitoring methods, and provide reporting to executive leadership Will lead a small tactical team which will be the single point of contact for our Agile development and product teams regarding all non-production environment issues.

Job Responsibilities

• Partner with the Agile development teams to learn and assume responsibility for documentation, logging, and monitoring for various systems
• Partner with DevOps on CI/CD improvements using Bitbucket, Jenkins, & OpenShift
• Implementation of monitoring on various online applications using solutions such as Splunk, UI-session replay, AppDynamics, etc. and ability to determine the right toolset to accomplish monitoring goals on net new application stacks
• Strong knowledge of custom alerts and ability to integrate data housed in disparate data sources to create workflow driven alerting
• Have understanding of administration of application servers like Node.js, NGINX, JBoss, Apache, Spring Boot, etc.
• Continuously tune and validate quality of current tools for network, system monitoring, UI-session replay, log file parsing, and implement a toolkit that works
• Assist in vulnerability scanning, RCA proposals for defects in Scrum team backlogs
• Participate in routine Agile and Scrum ceremonies


• Must have direct experience with:
o Leading Triages
o Monitoring tools (Splunk, AppDynamics, and/or others)
o SQL, Linux, Scripting, file manipulation, reporting and Visio
o Big data elements like server logs, user URL's, etc
o CI/CD tools such Bitbucket, Jenkins, & OpenShift
• Ability to communicate effectively to various levels of Sr. Management -- Technology and Business
• Experience and capability to lead small teams
• Ability to work off-hours and/or weekends as needed

Additional Desired Knowledge & Skills:

• Experience with complex multi-system environments
• Experience with content delivery networks (CDN)
• Working knowledge of Agile methodologies (Scrum, Kanban, Lean, XP)
• Experience supporting hybrid server environments (on-premise, AWS, Azure, etc.)
• Good understanding of financial industry operations metrics and reporting practices a plus
• Passion, positive attitude, engagement and desire to take over challenging assignments as part of a team to make things WORK