Support Escalation Engineer

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Overview

We are seeking an experienced Senior Escalation Engineer to join our team and play a critical role in supporting and enhancing our logistics gate 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 SQL Linux, and cloud-based architectures like AWS and Azure. While this is not a developer position, you will bridge support and development, providing expertise in diagnosing and resolving complex issues.

Key Responsibilities

• Serve as the Tier 3 escalation point for application issues related to logistics gate solutions.
• Diagnose, troubleshoot, and resolve complex application problems by reviewing code and collaborating with the development team.
• Mentor Tier 1 and Tier 2 support staff, providing guidance, training, and technical expertise.
• Collaborate with developers to elevate unresolved issues, ensuring timely and effective resolution.
• Analyze logs and data to identify trends, root causes, and potential improvements.
• Maintain documentation on recurring issues, resolutions, and support best practices.
• Participate in system architecture reviews to ensure supportability and scalability.
• Ensure uptime and performance of applications within a containerized environment, leveraging tools like Docker and Kubernetes.
• Stay updated on industry best practices and advancements, especially within the logistics industry.

Qualifications

Preferred Qualifications

Additional Details

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