Level 1 Ops Software Support Engineer
Current• Write quick fixes (CRUD programs) to run in a customer's database to resolve issues with the data• Vet bugs and operation engineering requests from other support techs• Participate in backlog grooming, code reviews, unit testing, and continuous improvement efforts.• Address customer queries, identify problems, research answers, and guide customers through corrective steps across various disciplines.• Utilize Vermont Systems Knowledge Base and contribute to its improvement and expansion.• Fully document steps taken, communicate issue status to customers, and involve Development or IT resources as needed.• Provide detailed product defects or enhancement requests for development.• Advocate for team processes and standards, building intimate familiarity with product features.• Refine PII (Product Ideas & Issues) Jira tasks before PM (Product Management) Board submission.• Prioritize OE (Operations Engineering) tasks and refine those identified as bugs for PM Board, providing insights and potential resolutions.• Work on escalated cases and regular support cases, including code reviews for escalated cases and quick fixes.• Understand Progress Logs, read them, and identify issues within the listed program from any displayed error messages.• Conduct self-sufficient code reviews for bug or setup issues, software limitations, and understanding RecTrac database structure.• Aid in the development, review, and support of quick fixes, custom reporting, and Dev backlog education duties.• Establish a relationship with Product team resources, deep diving into and refining found issues.• Create tools for implementation and support efforts, working with Operations to troubleshoot issues.• Top escalation path for application dev issues.
