Technical Support Engineer

Role Overview

Frontend Arts brings together deep industry expertise and the latest IT advancements to deliver world-class digital transformation services to our clients. We partner with leading companies across industries to create innovative solutions that drive performance and growth. We are focused in technology innovation to accelerate the digital transformation of our customers, end users with a modern process driven development cycle ensuring high quality and scalable solutions that is compliant, secure, high performance and reliable.

Experience: 1 - 5 years

Location: AnyJob

Responsibilities

• Provide quality and timely support to customers per the severity of the issue and the contractual SLA in a fast pace environment
• Triage, troubleshoot and resolve problems reported by customers
• Debug and test complex SQL queries that integrate with external data sources
• Respond to and resolve alerts received from our monitoring tool in a timely manner
• Have professional written and verbal interactions with customers detailing out solutions to their needs
• Take ownership of technical issues and work with our services or development groups to resolve complex / advanced issues
• Create knowledge-based articles and documentation to help other support team members and customers help themselves
• Work with our services, development and product management teams to help communicate customer needs and urgency

Requirements

• Excellent analysis, debugging and trouble-shooting skills, and persistence in problem solving
• Strong problem-solving skills, ability to think through complex problems and come up with creative remediation solutions
• Strong analytical capability
• Strong SQL skills
• Experience with Oracle Webcenter Capture & Forms Recogition, Unix/Linux, Oracle DB, SQL Developer tools, Microsoft Windows Server
• Experience with SSL/TLS certifications with a basic understanding of PKI in particular with installing certificates in Linux environment
• Understanding of NIS/LDAP/NFS/DNS/DHCP, internet, networking, VPN
• Excellent written and verbal communication skills
• Strong drive and self-guidance for doing what is right for our customers
• Adaptable to new processes, methods and tools
• Ability to be on-call beyond normal business hours and on weekends
• Bachelors Degree in Computer Science or equivalent experience
• 5 years hands-on working experience in a technical role at a software development company
• 3+ years of hands-on experience with SQL, PL/SQL
• 3+ years of hands-on experience with Linux systems administration
• 2+ years of hands-on experience using JDeveloper, Eclipse or similar IDEs a plus
• 2+ years hands-on experience with Oracle Webcenter Capture & Forms Recogition, Unix/Linux, Oracle DB, SQL Developer tools, Microsoft Windows Server
• 1+ years of hands-on experience using Issue Tracking/Management system like JIRA
• Experience with SSL/TLS certifications with a basic understanding of PKI in particular with installing certificates in Linux environment
• Understanding of NIS/LDAP/NFS/DNS/DHCP, internet, networking, VPN
• Exceptional analytical and troubleshooting skills, innovative problem solving, and logical decision making
• Ability to think through complex problems and come up with creative remediation solutions
• Excellent written and verbal communication skills
• Strong drive and self-guidance for doing what is right for our customers
• Adaptable to new processes, methods and tools
• Customer-first mindset and “get it done” attitude
• Ability to be on-call beyond normal business hours and on weekends as needed