Product Support Engineer

• Level: Middle
• Type: B2B
• English Level: Upper-intermediate
• Location: Warsaw, Poland
• Skills: GitLab Spring SQL

Responsibilities

• Use trace analysis, debug skills, code, and proprietary tools to analyze system problems and develop and test solutions for higher priority/more complex issues.
• Perform analysis techniques to manage critical situations that involve technically challenging issues.
• Execute platform and code tests. Identify and communicate defects through creation, prioritization, and organization of those defects via internal tracking system (JIRA); build/lead corrective action plans for these defects as appropriate.
• Work as an extension of (or “Bridge the gap between”) the Product, Support, and Engineering teams. Provide engineering-quality code fixes for minor defects to the core application and/or themes; attend Sprint and Release Train meetings and disseminate information to other teams within the organization when necessary.
• Contribute to the software development of tools, apps, or core software improvements, including feature requests coming directly from customers.
• Assist agencies and high-value clients with creating and troubleshooting custom API solutions as needed
  Maintain strong working knowledge of released products and participate in pre-release activities, BETA programs, and ongoing improvement of products.
• Communicate and help solve complex issues for our customers via escalation process.
• Act as a product advocate for customers and provides client prospective/client feedback to the engineering/product team.
• Perform other duties and assignments as required.

Experience/Skills Required:

• Good troubleshooting, testing, and debugging skills
• Formal training or equivalent experience with full-stack development languages such as Java, JavaScript, Node.JS, React, and JSON
• Familiarity with Spring framework and Hibernate
• Capable of performing, testing and debugging API requests
• Ability to self manage to prioritize the most critical needs of the team; exceptional time management, and the ability to work independently
• Good understanding of SQL basics (joins, CRUD operations)
• General understanding of code deployment and supporting tools like GitLab, Artifactory, etc.
• Exceptional verbal and written communication skills
• Helping people is what you do, and you look forward to helping in any way you can – whether it’s our customer or internal stakeholders
• Teamwork isn’t something you just talk about, you believe in it, and help keep it going
• Working on complex puzzles and finding out why things tick interest you.

Experience/Skills Preferred:

• Intermediate or advanced level experience with SQL (indices, explain plans, window functions).
• Familiarity with Apache Kafka and/or MSK.
• Familiarity with internal tools (logstash, kibana, sumologic, logicmonitor).
• Basic understanding of Swagger API specification