Application Support Escalation Engineer

Overview:

We are seeking an experienced Senior Applications Support Escalation Engineer to join our team and play a critical role in enhancing the support of in-house developed cutting-edge logistics 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 Microsoft .NET, 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 and providing best in class support for customer issues.

Key Responsibilities:

· 3rd level contact & escalation point for all customer reported issues with Lynxis solutions.

· Diagnose, troubleshoot, and resolve complex application problems by reviewing code and identifying ways to reproduce and address issues.

· Mentor other team members, providing guidance, training, and technical expertise to enhance their capabilities

· Collaborate with team members and developers to escalate unresolved issues, ensuring timely and effective resolution.

· Analyze logs and data to identify trends, root causes, and potential improvements

· Review, approve and maintain knowledge base documentation on recurring issues, troubleshooting steps, resolutions, and best practices for self-service support.

· Occasionally participate in Development team code reviews and solutions being deployed.

· Ensure uptime & performance of Lynxis developed systems & connected hardware, including containerized environments and implement solutions to monitor and alert.

· Stay updated on industry best practices and advancements, particularly within the logistics industry.

· Supports next generation applications written in Go-Lang and React.js.

· Supports legacy applications written in VB .NET and C#.

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 an 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 and fluent in English, with the ability to simplify complex technical information for various audiences.

· Demonstrated leadership capabilities, especially in mentoring & training team members.

· Experience with CI/CD pipelines and DevOps practices.

· Familiar with VB .NET and C#.

Preferred Qualifications:

· Background in rail or marine terminal operations.

· Familiarity with monitoring tools like Prometheus, Grafana, or Splunk.

· Knowledge of network troubleshooting in a distributed application environment.