Support Engineer - Intermediate

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds,  and make a meaningful impact, we want to hear from you. This position will have a schedule from Monday-Friday from 10am-7pm.  

What you’ll do

• ​Work with software development engineers to understand the overall technical architecture and how each feature is implemented

• Utilize creative problem-solving skills to assist in technical troubleshooting and analysis for BU reported issues in JIRA

• Monitor, maintain systems/applications, look for opportunities to optimize and improve systems

• Establishes technical proficiency in design, implementation and unit testing

• Respond to assigned tickets/tasks in accordance with SLA guidelines

• Handle customer requests, incidents and inbound calls; apply diagnostic utilities and best practice methodology to aid in troubleshooting

• Update technical support documentation when required and also perform post-resolution follow-ups to help requests 

• Perform hands-on fixes at the application, including installing and upgrading software, implementing file backups, and configuring systems and applications. Escalate to Tier 3 any issues unresolved 

• Collaborate with internal and external teams and stakeholders to drive progress across multiple action items and initiatives

• Work effectively in an Agile environment; provide training or demos in the new/existing features

• Provide support from 10:00 am to 7:00 pm in a Rotating schedule .  **On-Call**

What experience you need 

• BS or MS degree in a STEM major or equivalent job experience required

• 2-5 years of software engineering experience 

• Self-starter that identifies/responds to priority shifts with minimal supervision

• Software build management tools like Maven or Gradle

• HTML, CSS and frontend/web development

• Software testing, performance, and quality engineering techniques and strategies

• Cloud technology: GCP, AWS, or Azure

• Experience in troubleshooting, monitoring infrastructure and application uptime and availability to ensure functional and performance objectives

• Demonstrable cross-functional knowledge with systems, storage, networking, security and databases

• System administration skills, including automation and orchestration of Linux/Windows using Chef, Puppet, Ansible, Salt Stack and/or containers (Docker, Kubernetes, etc.)

• Cloud Certification Strongly Preferred

What could set you apart

• 2 years  of experience of Support Engineering

• Strong Communication skills 

• Diagnose and resolve technical issues related to software, hardware, or network systems.

• Analyze logs, error messages, and system data to identify root causes.

• Provide timely and effective solutions to users or customers.

• Interact with users or customers through various channels (phone, email, chat, etc.).

• Guide users through troubleshooting steps and solutions.
  Escalate complex issues to appropriate teams or specialists.

• Maintain accurate records of support interactions and solutions.

• Contribute to knowledge bases and support documentation.

• Share technical expertise with team members and colleagues

#LI-Hybrid

Primary Location:

CRI-Sabana

Function:

Function - Tech Dev and Client Services

Schedule:

Full time