Company Description:

Position Title:            Platform Support Engineer

Group:                        Platform Support

Location:                   Tallahassee / Jersey City/ Remote

Reports to:                 Director of Platform Support & Help Desk

Direct Reports:           None 

Position Summary:

The focus for this important role is to provide the highest quality technical support for partners and users of our software platforms. This includes the Insight Policy Cloud applications as well as the Insight Analytics Cloud applications.

This position will play a key role in determining the functional area(s) of software that issues are occurring in and effectively shielding the software development and DevOps organizations from inbound requests.  This requires a high level of technical understanding of our platforms as well as a good understanding of modern REST based web service technologies.

This position will have direct responsibility for ensuring issues are reproducible and/or have enough data collected to allow the development or DevOps teams to begin to troubleshoot the issue. 

Job Responsibilities:

• Working knowledge of REST based web services, JSON, and XML
• Understand concepts of micro-services architecture
• Ability to debug issues and determine root cause through rigorous cause and effect analysis
• Effectively prioritize and escalate customer issues and severe quality issues rapidly to quickly resolve them
• Work effectively with cross-functional stakeholders to ensure consideration is given to high impact support trends and customer usage feedback on the products

General Requirements & Skills:

• Demonstrates attention to detail and organization skills
• Be a team player with high integrity and a strong work ethic
• Highly motivated with exceptional problem-solving abilities
• Proven track record of excelling in a self-directed work environment, and evidence of continuing professional development
• Outstanding customer service skills
• Excellent written and verbal communication skills are required, including the ability to communicate technical concepts clearly and effectively
• Solid judgment, discretion in dealing with confidential information and sensitive materials
• Identifies and resolves problems in a timely manner; develops alternative solutions and minimizes the impact of issues on the other technical teams
• Maintains confidentiality and conducts themselves in a professional manner always.
• Experience with JIRA and Confluence
• Interacts effectively with all levels of management and other employees
• Thrives in a fast-paced environment and challenging workload

 Education and Experience: 

• Bachelor’s Degree in Computer Science or related field
• 3-5 years of relevant technical experience

 All candidates must be authorized to work in the United States without company sponsorship.