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Job Opening: Tier 2, Application Support Engineer


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Position: Tier 2, Application Support Engineer
Company: Prime Focus Technologies, Inc.
Location: Culver City CA US

We are seeking a self-motivated, customer-centric individual, responsible for providing second & third level of product support for a software platform supporting the Media & Entertainment industry. You will be working as a support team member, utilizing your technical skills and product expertise by helping to resolve customer reported product issues.

Key responsibilities:

Incident Management:

  • Handling and management of second level support tickets (P1, P2, P3, P4s)
  • Attending incident conference calls to resolve issues of other components
  • Resolving support tickets within the specified time per client agreement
  • Following up with development teams for resolving cases
  • Investigating issues and log extraction
  • Providing workarounds and incident resolutions to customers

Troubleshooting:

  • Resolving and isolating problems, liaise with other component teams to isolate problems, update problem records
  • Ensuring adherence to SLAs for problem resolution
  • Investigating using alerts and notifications & system logs
  • Managing and resolving production server bugs
  • Identifying the root causes of issues and troubleshooting the problem accurately
  • Working on RCA(Root Cause) Action Items, RCA Documentation & RCA updates
  • Resolving application outages, and issues impacting multiple users
  • Adhering to escalation procedures & following-up with development teams when code changes are required

Change Management:

  • Creating Change Requests
  • Conducting Impact analysis
  • Following-up on activities related to Change Management:
  • Working on Pre-Deployment Activities
  • Preparing and reviewing implementation plans
  • Deploying the code in production platforms
  • Testing E2E Support after live deployments
  • Deploying live patches
  • Conducting Post Deployment Checks, Sanity Testing, etc.

Maintenance:

  • Maintaining the batch processes running in the customer environments and all the Upstream/Downstream processes which are critical for the business.
  • Contributing to performance improvements by automating scripts.
  • Monitoring the log files and log information of the jobs.
  • Validating complete Application once deployed in the Production Environment.

Working with Team:

  • Creating performance summaries and preparing shift charts
  • Escalating issues to the development team when code changes are required, or complex issues are faced.

Other Requirements

The ideal candidate should have 5-7 years of experience in the following areas:

  • Domain knowledge in the broadcast industry.
  • Exposure to pre-production, production, and post-production workflows.
  • Strong Customer focus, with effective organizational and communication skills.
  • Background in supporting cloud-based applications.
  • L3 Service engineering experience.
  • Background in DEV Ops and Tech Ops.

Job Type: Full-time

Salary: $75,000.00 /year

Job Location:

  • Culver City, CA

Required experience:

  • Level 2, application support engineering: 3 years
  • MSQL: 1 year
  • C++: 1 year


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