Support Engineer II

Job Description

Job Title:Support Engineer IReports To:SUMMARYThe Support Engineer I will assist the Production Support team in driving resolution of raised client issues and requests. The Support Engineer will triage moderate to high complexity incidents with minimal to moderate oversight and create training modules in areas of expertise.ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES

• Communicates directly with the customer(s) via web meetings and incident tracking workflow with assistance
• Communicates directly with Customer Service Managers to provide status updates in a timely manner for high priority incidents
• Qualifies incidents submitted by third-party implementation teams or customers by identifying gaps in the details of incidents and gathering information
• Works within DCOD environments to replicate and triage incidents reported submitted by third-party implementation teams or customers
• Triages complex incidents with minimal to moderate oversight
• Leverages Duck Creek tools & 3rd party utilities to triage reported incidents
• Provides workarounds or solutions to third-party implementation teams or customers based on analysis during the triage process
• Escalates incidents deemed to be base code defects to the proper Engineering teams
• Applies SQL or XML scripts in DCOD environments to align data
• Identifies trends and patterns of reported data fix requests
• Identifies ways to automate processes regarding data fix requests or develop utilities to assist in the triaging process
• Serves as on-call Support Engineer in a 24X7 support model for after-hours emergencies as needed to triage Severity Level 1 incidents
• Keep abreast with product enhancements and features.
• Performs other related duties and activities as required
• Creates training modules in areas of expertise to sharpen knowledge of Triage team members
• Mentor and coach junior team members
• Serves as on-call Support Engineer in a 24X7 support model for after-hours emergencies as needed to triage Severity Level 1 incidents
• Keep abreast with product enhancements and features.
• Performs other related duties and activities as required
• Requires minimal direction and moderate oversight
• Performs other duties and activities as needed

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.QUALIFICATIONS/REQUIREMENTSEducation and Work Experience:

• Bachelor s degree in Computer Science, Computer Information Sciences or related degree; related work experience can be substituted for educational requirement
• Work Experience: 7-10 years

Specialized Knowledge, Skills, and/or Abilities:

• Demonstrates proficiency in the following competencies:
  • Must have expert knowledge of PL/SQL and SQL Database
  • Knowledge of XML, XML Schema, XSD and XSLT/Path
  • Experience in Java
  • Able to debug, trouble shoot DB objects & write complex SQL queries to analyze the issue
  • Analytical ability and perform root cause for key incidents
  • Ability & flexibility to work in a 24X7 support model
  • Ability to operate independently with minimal guidance in focus area
  • Communicate and coordinate with other work streams
  • Installation and incident troubleshooting experience
  • Replication/qualification of reported cases
  • Understanding of Incident management and resolution
  • Understanding new feature release details
  • Azure Test Labs or equivalent VM knowledge
• Demonstrates awareness in the following competencies:
  • ITIL experience and certification
  • Java or similar IDE
  • Experience with Agile development methodologies.
  • Must be a team player who works well with technical and non-technical resources.
  • Insurance domain knowledge
  • Knowledge-based contributor
  • Continuous integration practices

Other Requirements:

• Travel: 0-10%
• Special Work Hours: After-hours On-Call Support Engineer for emergencies as needed to triage Severity Level 1 incidents
• Work Authorization: Legally authorized to work in the country of the job location.
• Physical: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

JOB PROFILE DETAILSJob Profile Name:Support Engineer IJob Family:Support EngineeringManagement Level:Associate ManagerJob Code:FLSA Classification(s):Non-exemptClassification Code(s):Worker s Comp Code:Effective Date:,

Keyskills :
troubleshootingnetworkinglanoperating systemsswitchesxml schemaroot causesql queriescustomer servicecomputer scienceagile developmentoncall support