Enterprise Support Engineer

About the Role

The Enterprise Support Engineer provides advanced technical support and engineering-level investigation into complex customer-reported production issues. The role combines end-to-end support case ownership with deep troubleshooting across the application, container platform, infrastructure, database, network, identity, messaging, storage, integration, and customer-configuration layers.

This is not a scripted triage position. The Enterprise Support Engineer gathers evidence, recreates customer scenarios, reproduces failures, identifies root causes, validates corrections, and communicates clear findings to customers and internal stakeholders. The engineer manages severity, escalations, and SLA commitments.

Responsibilities

• Own assigned customer support cases from intake through resolution, including accurate logging, prioritization, status updates, customer communication, and SLA adherence.
• Analyze application and container logs, platform events, configuration files, environment variables, secrets, data feeds, database records, API responses, deployment artifacts, and system behavior.
• Troubleshoot Kubernetes and OpenShift resources, including pods, deployments, services, ingress or routes, namespaces, ConfigMaps, secrets, persistent volumes, probes, resource limits, image versions, networking, and scaling behavior.
• Diagnose issues spanning Java web applications, REST APIs, databases, messaging middleware, object storage, authentication and SSO, TLS certificates, cloud infrastructure, and customer integrations.
• Distinguish among product defects, environmental issues, configuration errors, resource constraints, data problems, and integration failures using evidence-based root-cause analysis.
• Correlate logs, metrics, events, traces, timestamps, transaction IDs, request IDs, pod names, service names, configuration, and customer-reported symptoms.
• Perform issue reproduction, hypothesis testing, defect validation, and technical troubleshooting activities.
• Collaborate with internal teams and customers to drive issue resolution and continuous service improvement.

Requirements

• Experience supporting, deploying, implementing, or troubleshooting enterprise web applications, preferably Java-based, in production.
• Working knowledge of Linux or Unix and Windows environments, command-line diagnostics, system outputs, and deployment configuration.
• Understanding of client/server and web application concepts, including HTTP/HTTPS, requests and responses, sessions, cookies, headers, HTML, CSS, JavaScript, connectivity, performance, and timeouts.
• Hands-on experience with, or strong working knowledge of, Kubernetes and/or OpenShift, containers, registries, Helm, externalized configuration, persistent storage, service discovery, probes, resource management, and deployment troubleshooting.
• Understanding of public, private, and hybrid cloud architectures, including Azure, AWS, Google Cloud, load balancers, DNS, private endpoints, firewalls, security groups, routing, managed services, and object storage.
• Experience writing and debugging SQL and working with Oracle, Microsoft SQL Server, or other relational databases; understanding of schemas, tables, joins, keys, constraints, indexes, data types, and query behavior.
• Working knowledge of REST APIs, messaging and caching technologies such as IBM MQ, Kafka, or Redis, and data flows across databases, queues, APIs, files, and object storage.
• Familiarity with SSO, SAML, OAuth, LDAP, certificates, OpenSSL, TLS handshakes, authentication, authorization, tokens, and identity-provider integrations. Knowledge of scripting languages such as Bash, PowerShell, Python, or Java and experience working with JSON, XML, YAML, CSV, deployment manifests, and data transformation concepts is beneficial. Experience supporting regulated, financial services, financial crime compliance, transaction screening, or high-volume data platforms is valuable.



U.S. National Base Pay Range: $65,100 - $108,500. Geographic differentials may apply in some locations to better reflect local market rates.

Base Pay Range for CO is $65,100 - $108,500. Base Pay Range for IL is $68,300 - $113,900. Base Pay Range for Chicago, IL is $71,600 - $119,300. Base Pay Range for MD is $68,300 - $113,900. Base Pay Range for NY is $71,600 - $119,300. Base Pay Range for New York City is $78,100 - $130,300. Base Pay Range for Rochester, NY is $65,100 - $108,500. Base Pay Range for OH is $61,800 - $103,100. Base Pay Range for NJ is $77,000- $123,000.




Application deadline is 12/31/2026.



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