Support Escalation Engineer

New Today

THIS ROLE IS CHARLOTTE BASED AND ONSITE
Overview:
We are seeking an experienced  Support Escalation Engineer  to join our team and play a critical role in supporting and enhancing our cutting-edge 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 the gap between 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 to reproduce and address issues.
Mentor Tier 1 and Tier 2 support staff, providing guidance, training, and technical expertise to enhance their capabilities.
Collaborate with developers to escalate 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 best practices for support staff.
Participate in system architecture reviews to ensure supportability and scalability of new solutions.
Ensure uptime and performance of applications within a containerized environment, leveraging tools like Docker and Kubernetes.
Stay updated on industry best practices and advancements, particularly within the logistics industry.
Qualifications:
Education:  Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Experience:  5+ years in application support or a similar role, with at least 2 years in a Tier 3 escalation capacity.
Proficient in  Go-Lang  backend development and  React.js  for front-end applications.
Advanced skills in  SQL  for database troubleshooting and optimization.
Expertise in  Linux  administration and troubleshooting.
Experience with  containerized solutions  (e.g., Docker, Kubernetes).
Familiarity with cloud platforms like  AWS  and  Azure , including deployment and support of applications in a cloud-based environment.
Strong analytical and debugging skills with a focus on application support.
Excellent verbal and written communication skills, with the ability to simplify complex technical information for various audiences.
Demonstrated leadership capabilities, especially in mentoring and training junior support staff.
Preferred Qualifications:
Background in the  logistics industry , with an understanding of gate or terminal operations.
Familiarity with monitoring and logging tools like Prometheus, Grafana, or Splunk.
Experience with CI/CD pipelines and DevOps practices.
Familiarity with monitoring tools like Prometheus, Grafana, or Splunk.
Knowledge of network troubleshooting in a distributed application environment.
Apply
Location:
Charlotte

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