Fathom Management LLC Hiring for Software Production Support Engineer Remote Opportunity at Remote Full Time

Software Production Support Engineer

Description

We are seeking a Software Production Support Engineer to provide Production Support for a web-based enterprise IT services monitoring solution. Be a part of the software production support for this software system in operation, support and help foster customer engagement, adoption, and success.

Support the use of the product by end customers. Provide defect resolution, triaging, issue investigation and mitigation. Support the enterprise monitoring system, by monitoring support channels, and interacting with CMS and/or various application development organizations and system support engineers to address system issues.

Interact with software engineering and development team to fix defects in the system. Understand how users use the system and provide usability data to business analysts and software developers for product improvement. You will understand the customer’s use of the product, and help develop an engagement model, center for excellence, adoption, training, service & support structure to foster adoption and growth of this product, and be a part of its growth, maturity and adoption.

Provide on call support on a team rotation schedule.

This is a full- time position / 100% Remote.

The salary range or $80,000 – $100,000 will be based on technical experience and technical interview.

Primary tasks and responsibilities

Defect resolution, triaging, prompt follow on to customer concerns on all support channels.

Collect customer feedback into actionable items for product improvement.

Communication to affected stakeholders on system downtime.

Strong Critical thinking and Analytical skills to be able to identify and fix defects.

Establish relationships with stakeholders, understand how they use the product to improve usability.

Collaborate with software development team on product improvement.

Close the “last mile” on the product support cycle – with customers and stakeholders on enterprise dashboard statuses.

Document current processes and procedures supporting the Business Analyst in business process reengineering and product operational improvement efforts.

Asset tracking and management of services, support of daily operation.

Provide on call operations support on a weekly rotation schedule.

Facilitate and manage issues from triage through to escalation and resolution.

Research, resolve, respond to, and document end user inquiries.

Manage discrepancies in reporting, manage and address incorrect service statuses concerns promptly.

Champion Service Monitoring Best Practices across customers and development team.

Work with a variety of stakeholders to deliver best in class service to maintain services in the enterprise monitoring solution software.

Maintain and help grow the service adoption to consumers.

Help develop SLAs with necessary teams, customers, and CMS.

Monthly PROD and NON-PROD Patching support as required.

Desired Education and Experience

Bachelor of Science in Computer science or a related discipline

5 years of technical skills and working knowledge of the following to be able to support troubleshooting: Python, JavaScript, NodeJS and other JavaScript frameworks and libraries React/Redux, CSS, SCSS, D3

Benefits Overview: Full-time employees are offered comprehensive and competitive benefits package including paid vacation, sick leave, holidays, health insurance, life insurance, military leave, training, tuition reimbursement, a wellness program, short- and long-term disability, 401(k) retirement plan with company matches/immediate vesting, commuter benefits, and more.

COVID Policy: In accordance with the Federal Executive Order on Ensuring Adequate COVID Safety Protocols for Federal Contractors, this position requires that you are fully vaccinated at least 2 weeks before your start date. You will be required to provide proof of vaccination before you begin employment.

EEO Policy: It is our policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities