Sr. Support Escalation Engineer L3
CurrentDevelopment and technical support for the Aternity DEM and APM products. Lead member of global L3 team dedicated to resolution of technical issues and customer success.- Work actively with customers to resolve a wide range of issues related to digital experience monitoring and application performance using clear communication, remote sessions, research and reproduction. - Troubleshoot problems related to the Aternity application, in a multi tier environment utilizing Windows and Linux servers, Oracle, Tableau Server, Docker and data collection agents.- Resolve problems related to APM profiling of customer developed Java and .Net applications running on cross platform OS, containers, AWS, Azure- Collaborate with product, R&D, SAAS Ops, and account teams to file product bugs and resolve more challenging and high visibility issues including pre sales evaluations. -Assist customers implementing product customizations, dashboards and integrations including ServiceNow, SAML, OData/Rest and office 365 cloud environments - Perform configuration changes within the product’s SAAS infrastructure(AWS)- Extensive work with Fortune 500 and US government customer environments, including occasional on call support - Publish customer facing and internal knowledge through tools such as Jira, Wki and Salesforce . - Training sessions and Mentoring for Jr level engineers.
