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Software Support Engineer

Denver, Colorado
We are looking for a Software Support Engineer, Direct Hire position in Denver Co.

Your Day to Day
  • For the products your embedded team maintains, provide technical support/escalation support to our internal customer service teams
  • Analyze production issues using tools like Application Insights to determine and document a root-cause analysis of issues
  • Provide feedback to the development team and customer service for the root cause of issues, and if necessary, communicate with the product team to get a fix prioritized
  • Create metrics and classify incoming support requests to better determine the type and scope of issues customers are facing for the product team
  • Work with the developers to make sure new products have updated troubleshooting and support procedures, as well as a support plan for when new work goes to production
  • Help maintain the development team’s knowledge base.
 
Required Skills
  • Experience with software engineering, being able to read and understand code and use debugging tools preferably Visual Studio/C#/.NET Core or similar
  • Experience with log analysis tools such as App Insights, ELK Stack or similar
  • Excellent debugging and log-sleuthing skills
  • 2 years of working experience doing software support is preferred.
  • Organizational and technical problem-solving skills, and the ability to communicate problems and solutions clearly in written form.
  • Knowledge of JSON and XML is required
  • Comfortable writing complex SQL queries when needed
  • The ability to work closely with software engineers, DevOps, and other technical teams to troubleshoot issues.
  • Experience with a cloud platform (AWS, Azure, GCP, etc.) is preferred.
  • Experience with, or an interest to learn Postman is preferred.
  • Experience with shell scripting preferred.
  • Excellent verbal and written skills in English

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