What are the responsibilities and job description for the Software Development Engineer 2, L3 position at AppDirect?
About You:
We’re looking for talented yet humble individuals who are smart, passionate and want to drive disruption in the IT industry. If you thrive in a fast-paced, collaborative workplace, AppDirect provides an environment where you will be challenged and inspired every day. If you relish the freedom to bring creative, thoughtful solutions to the table that reflect your experience and personality, there's no limit to what you can accomplish here.
What you'll do and how you'll make an impact:
As a L3 Software Engineer, you are an experienced and detail-oriented person capable of integrating product knowledge, research and testing to answer complex questions about product behavior and provide an end to end solution to permanently fix the issue. You will assist customer teams and other team members to understand how customers can achieve desired outcomes using the product as it exists today. The output of your efforts could range from FAQs and knowledge base articles that describe to customers how to operate the product to achieve selected outcomes to end to end coding solutions for the issue reported.
What you'll need:
Oversee resolution of technical issues coming from customer teams
Fix and deliver the customer issues that need development efforts
Be a liaison between the customer-facing teams and the Product and Engineering org for management and resolution of all technical questions and issues
Maintain detailed documentation ranging from Knowledge Base articles to live logging of incidents for post-mortems
Ensure SLA obligations with internal and external stakeholders are observed and met; escalate as necessary using judgment and discretion
Develop a deep understanding of the AppDirect platform across all product lines and clearly articulate support decisions and findings
Work closely with internal teams to stay up to date on product features, changes, and issues
Minimum Qualifications:
B.E. / B. Tech. / Master’s degree in computer science or equivalent
2~ 4 years of experience in software development / support engineering
2 ~ 4 years of experience in a SaaS company in software development / support engineering
Experience working in the following technology stack: Java, MySQL
Working knowledge of AWS implementation, Authentication Methods, Rest API based architecture
Strong customer focus with experience of working with cross-functional/ cross-department teams
Exposure to tools like JIRA and SPLUNK
A self-starter with strong organization skills, resolution management, and superior written and verbal communication skills
Additional Advantage on Skill Sets:
Experience working in the following technology stack: Spring, Hibernate, Maven, React/JavaScript, Wicket
Exposure to tools like Jenkins, and Container based tools like docker
Exposure to microservices architecture