About the Role
The role involves identifying, analyzing, and resolving technical problems in software systems, working closely with development and support teams to ensure effective solutions and timely resolution.
Responsibilities
- Investigate reported technical incidents to determine root causes
- Document findings and resolution steps in a clear, structured format
- Collaborate with engineering teams to escalate and resolve complex issues
- Analyze system logs and performance data to detect anomalies
- Maintain accurate records of problem tickets and resolution timelines
- Support the creation of knowledge base articles for recurring issues
- Participate in incident response and on-call rotations as needed
- Monitor system health and alert on deviations from expected behavior
- Work with quality assurance to reproduce reported defects
- Provide input into problem management processes and workflows
- Track and report on key performance metrics related to problem resolution
- Ensure compliance with internal documentation and audit standards
- Coordinate with customer support to communicate technical updates
- Evaluate software patches and updates for problem resolution effectiveness
- Identify patterns in recurring incidents to recommend preventive actions
- Assist in the integration of monitoring tools for early issue detection
- Follow defined escalation paths for unresolved or high-priority problems
- Contribute to post-incident reviews and action planning
- Maintain awareness of system architecture and dependencies
- Support change management processes with risk assessments
- Apply structured problem-solving methodologies consistently
- Stay current with technical developments relevant to the platforms used
- Ensure data security and confidentiality during investigations
- Work within service level agreements for response and resolution times
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid work model with office and remote options
Team
Collaborative technical team focused on system stability and continuous improvement
About Us
We develop and maintain critical software systems for public sector clients, delivering reliable and secure solutions across multiple domains.
Benefits
Comprehensive health insurance, retirement savings plan, paid time off, professional development support, employee assistance program, flexible spending accounts.
Available for qualified candidates requiring sponsorship
