About the position
This is a highly technical position (L3/L4 Support). Provide deep CRIMS, domain and/or infrastructure experience coupled with advanced diagnostic and troubleshooting abilities to provide root cause analysis of software issues and recommend the appropriate solutions. Work closely with engineering, QA and product management teams; identify and test workarounds for deficiencies in the software. Heavy involvement with the current Observability efforts using Dynatrace. Successfully handle “sensitive” issue related situations that affect the perception of how CRD resolves customer problems. Conduct research on questions and issues using available information resources and other product specialists. Keep detailed log of all customer interactions and prepare resolution reports for issues reported by the customer. Complete any other tasks as assigned.
Responsibilities
- Provide deep CRIMS, domain and/or infrastructure experience.
- Conduct root cause analysis of software issues and recommend solutions.
- Work closely with engineering, QA and product management teams.
- Identify and test workarounds for deficiencies in the software.
- Involve in Observability efforts using Dynatrace.
- Handle sensitive issue related situations affecting customer perception.
- Conduct research on questions and issues using available resources.
- Keep detailed logs of customer interactions.
- Prepare resolution reports for customer-reported issues.
- Complete any other tasks as assigned.
Requirements
- Demonstrated history of solving complex technical problems.
- Strong analytical mindset.
- Ability to write scripts (SQL, etc.) for automation.
- Hands-on SQL experience and fundamentals of relational database theory.
- Hands-on Dynatrace experience.
- Experience with SolarWinds tool.
- Experience in C#/.Net or Java is highly preferred.
- Prior development experience is helpful.
- Strong communication skills to explain complex problems and solutions.
Nice-to-haves
- Hands-on Dynatrace experience.
- Experience with SolarWinds tool.
- Prior development experience.
Benefits
- Generous medical care.
- Insurance and savings plans.
- Flexible Work Program.
- Development programs and educational support.
- Paid volunteer days.
- Matching gift program.
- Access to employee networks.
