Support Developer

SysAid is a dynamic SaaS company specializing in IT Service Management. We are recognized as a leading innovator in the industry, featured in the Gartner Magic Quadrant for ITSM, and honored with AWS's prestigious Rising ISV Star Award. With over 4,000 clients across 140 countries and a daily impact on over 9 million end-users, we are committed to transforming the ITSM landscape.

The Support Developer is the final escalation point within the Technical Support Organization.

Technical issues that cannot be resolved by lower-tier support staff are escalated to the Support Developer. This Engineer is capable of troubleshooting and resolving the most complicated issues. This position works closely with QA, DevOps Team, Product Management, and R&D.

Responsibilities:

• Analyze service requests coming from the lower Tier levels while looking in the application component's source code for software defects
• Analyze system performance, counters, and logs to provide the problem root cause analysis
• Provide an ad-hoc solution to customers either by configuration changes, workarounds, or private software fixes
• Provide the highest quality of support and minimize escalations to R&D
• Responsible for reproducing/confirming product defects and reporting such defects to QA and Product Management for future consideration.
• Maintaining required product environments for the entire Technical Support organization

Qualifications:

• B.Sc. degree in Computer Engineering or related discipline.
• Knowledge in Java (server and client-side) development.
• Knowledge of Web Services (SOAP and REST APIs)
• Knowledge with Databases(MySQL, Oracle, MySQL)
• Knowledge of network protocols, such as HTTP, FTP, Telnet, SMTP, and DNS
• Understanding of public key infrastructure (PKI) and encryption protocols\
• English - reading, writing, and speaking fluency are mandatory\
• Scripting in Groovy is a plus
• Knowledge of ITSM or support background is a plus