Principal Software Engineer - Client Success

• Troubleshoot application and software related issues and determine the root cause for the issues

• Work on defined SLAs to ensure that our client receives the best of the services

• Provide minor enhancements, production, and technical support to LogiNext s enterprise clients

• Monitor production alerts and escalate the issues for any anomalies in the system

• Ensure complete compliance of ticketing tool and report metrics on a daily basis

• Work with the existing engineering team to maintain highly scalable and secure products

• Manage and prioritize multiple work requirements to meet deadlines by working independently and leading a team

• Provide 24 7 technical support to all production practices on holidays and weekends on a rotational basis

Requirements

• Bachelor s degree in Computer Science, Information Technology or related field

• 8 to 10 years experience in a production support role or in software development using Java, J2EE, Spring, RESTful APIs, MySQL, MongoDB

• Expertise on production support processes such as incident or change management, call triaging, critical issue procedures

• Experience with application support organization working in 24*7 environments

• Experience in writing and maintaining scripts to monitor system activity and automate production support activities that enable efficiency and productivity of Customer Success team

• Proficiency in troubleshooting, root-cause analysis, SLA adherence and metrics reporting for large enterprises

• Knowledge of monitoring tools, alert escalation, customer and other stakeholder management

• Familiarity and/or experience in implementing ITIL concepts in addition to technical aptitude are highly valued

• Providing support on weekends on a rotational basis

• Expereince in team management