Application Engineer

A COLOURFUL GROUP OF PEOPLE PASSIONATE ABOUT TECHNOLOGY & THE WONDERS OF INFORMATION

This is us. A fast-moving team, senior enough to assure effectiveness, but young enough to be flexible and transparent, we started out in 2000 as a privately-owned-and-managed business.

We’re a company with a soul, driven by our values and dedicated to fulfilling our mission to offer world class services, by continuous learning. Our Paladins (just employees in some companies) are empowered to work hard, move up and stand proud.

With active investment in our people's professional development and with the creative-InCrys-touch, we support our clients throughout the project's life cycle, providing end-to-end technology solutions for mission critical systems, products and services.

• Reporting to the Manager, Customer Support, you will ensure that customer-escalated issues are resolved within the timeframes committed to in our Service Level Agreements (SLAs);
• Understand how all elements of the software ecosystem work together, and develop appropriate triage and Troubleshooting strategies;
• Develop tools and scripts to augment our support capabilities;
• Drive issues to resolution by engaging internal teams, as needed, including outside of core hours;
• Work closely with a cross-functional team of developers, QA analysts and deployment specialists to resolve issues and drive patch releases;
• Maintain customer-facing issue ticketing and telephone support systems, and interface with internal task management systems;
• Work with client organizations to help develop Tier 2 & 3 support;
• Create and maintain articles and FAQs for the customer support knowledge base;
• Provide input into reports to management and customers on topics such as SLA compliances and root-cause analysis of emergency escalations.

• Strong troubleshooting, root cause analysis, and analytical skills;
• Experience with client platforms (iOS/Android/Web);
• Experience with server platforms (REST API, Java);
• Strong understanding of RESTful APIs and open systems;
• Proven mastery of Linux, from shell scripting to server provisioning;
• Real-world experience with large-scale, redundant, carrier grade enterprise software systems;
• Experience with VPN and virtualization technology;
• Experience with Tomcat, Redis, MySQL/ MariaDB, Netty, RabbitMQ, NGINX, Hibernate;
• TCP/IP networking, SMTP, SSH, DNS, CDN and network security;
• Strong interpersonal and communication skills – both written and oral;
• Detail oriented with an ability to learn quickly in a dynamic environment;
• Ability to stay motivated and drive problems to resolution, while working alone or with a team;
• Ability to travel to customer sites (up to 25%);
• Participate in our on-call program, which includes responsibility for 24x7 telephone and email support for emergency situations within response times specified in SLAs.

• Knowledge of Agile methodologies and best practices;
• A passion for technology, learning, and application of new knowledge to drive innovation;
• A firm understanding of IPTV infrastructure;
• DBA knowledge and experience.