Support Escalation Engineer

Job Description

Job Description

THIS ROLE IS CHARLOTTE BASED AND ONSITE

Overview:

We are seeking an experienced Support Escalation Engineer to join our team and play a critical role in supporting and enhancing our cutting-edge logistics gate solutions. This role requires a deep understanding of containerized solutions, backend development using Go-Lang , frontend technologies such as React.js , and a solid foundation in SQL , Linux , and cloud-based architectures like AWS and Azure . While this is not a developer position, you will bridge the gap between support and development, providing expertise in diagnosing and resolving complex issues.

Key Responsibilities:

• Serve as the Tier 3 escalation point for application issues related to logistics gate solutions.
• Diagnose, troubleshoot, and resolve complex application problems by reviewing code and collaborating with the development team to reproduce and address issues.
• Mentor Tier 1 and Tier 2 support staff, providing guidance, training, and technical expertise to enhance their capabilities.
• Collaborate with developers to escalate unresolved issues, ensuring timely and effective resolution.
• Analyze logs and data to identify trends, root causes, and potential improvements.
• Maintain documentation on recurring issues, resolutions, and best practices for support staff.
• Participate in system architecture reviews to ensure supportability and scalability of new solutions.
• Ensure uptime and performance of applications within a containerized environment, leveraging tools like Docker and Kubernetes.
• Stay updated on industry best practices and advancements, particularly within the logistics industry.

Qualifications:

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Experience: 5+ years in application support or a similar role, with at least 2 years in a Tier 3 escalation capacity.
• Proficient in Go-Lang backend development and React.js for front-end applications.
• Advanced skills in SQL for database troubleshooting and optimization.
• Expertise in Linux administration and troubleshooting.
• Experience with containerized solutions (e.g., Docker, Kubernetes).
• Familiarity with cloud platforms like AWS and Azure , including deployment and support of applications in a cloud-based environment.
• Strong analytical and debugging skills with a focus on application support.
• Excellent verbal and written communication skills, with the ability to simplify complex technical information for various audiences.
• Demonstrated leadership capabilities, especially in mentoring and training junior support staff.

Preferred Qualifications:

• Background in the logistics industry , with an understanding of gate or terminal operations.
• Familiarity with monitoring and logging tools like Prometheus, Grafana, or Splunk.
• Experience with CI/CD pipelines and DevOps practices.
• Familiarity with monitoring tools like Prometheus, Grafana, or Splunk.
• Knowledge of network troubleshooting in a distributed application environment.