Senior Engineer-Applications Support

Who we are: BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do but never at the expense of our values. Theres no denying our work is demanding both in volume and pace but were up for the challenge. We love the balance of hard work and fun so youll see us in jeans as we shatter glass ceilings and conventional stereotypes. BAL employees feel valued rewarded and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development and want to set you up for success here at BAL and beyond.

Who you are: You are looking for work that has a purpose. You arent afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you arent afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person. You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

Were better together: A bright driven person like you and an industry-leading powerhouse like BAL Its a perfect combination! We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in peoples lives. Come be a part of something special where you can have an impact and be valued just for being you!

In addition to competitive pay a discretionary annual bonus and a supportive team oriented culture we offer an outstanding benefits package that includes medical dental vision disability and life insurance sick time unlimited vacation and 401(k) with company match.

OVERVIEW:

The ideal candidate plays a key role in maintaining and troubleshooting to ensure seamless business operations. This position willâbe a member of theâCobalt Support teamâand will work directlyâwith otherâApplication Support Engineers theâSupportâManager and other roles critical to customer service success. The candidate must be experienced with the Software Development Life Cycle (SDLC) to triage issues deployâdefect repairs and bug fixes.ââThis position also requires outstanding customer service and communication skills proven analytical and solutions-driven mindset ability to collaborate across multiple stakeholder groups and strong detail-oriented problem-solving skills.

PRIMARY RESPONSIBILITIES: ââ

• Overseeâprojectsâand responsible for researchâdevelopmentâand design of technical solutions to resolve issuesâ
• Provide technical support for escalated incidents ensuring timely resolution of complex issues that cannot be addressed by Tier1 support.â
• Create project plans tasks and provide statusâ
• Act as subject matter expert of assigned applications.
• Work with the team toâbring to conclusion customer escalations by working with cross-teams in Support development Engineers Product Managers and operations teams.â
• Plan and implementâsolutions for technicalâincidentsâfrom detection to resolutionâ
• Provideâexpert advice to other technical support engineersâ
• Drive continuous improvement in early detection / prevention and rapid resolutionâof technical issuesââ
• Oversight and participation in Change Management as it relates to Customer Support.â
• Fully own Cause of Error (COE) analysis and documentation from root cause through to preventive actionsâ
• Interface directly with software vendors and consultants for development and supportâ
• Consult directly with users (or internal proxy for external users) to assess their needs and then create and implement a strategy to improve either the business process or applicationâ
• Create knowledge base documentationââ
• Create technical documentation for internal department consumptionâ
• Serve as leader and/or member to other technical support engineersâand contribute to continuous improvement of support processes tooling monitoring and documentation.

QUALIFICATIONS:

• Bachelors Degreeâ
• AWS certificationsâ
• 5 years experience web application developmentâ
• Experience with other components closely related â(SQL REACT Web ServicesâC# HTML CSS JavaScript Angular JS etc.)ââ
• Deep understanding and experience in AWSâdevelopmentâinfrastructureâand network configurationâ
• Expert in SQL Databases and basic network configurationâ
• Expert level skillsâusing code repositories such asâAzure and GIT or equivalentâ
• Hands-on experience with incident management
• Experience managing escalation support teams and second level (or above) technical support of complex software and systemsâ
• Proven capability of having successfully delivered on support metrics and managed support teamâ
• Customer first Mind set and a Get it done attitude are critical success factors for this roleâ
• Demonstrated ability to provide exceptional internal and external customer careâ
• Proven ability to create and implement programs to drive efficient innovative operations andâcontainâexpensesâ
• Ability to lead change by effectively building commitment and winning support for initiativesâ
• A trustworthy leader with a reputation for fairnessâdependabilityâand adherence to high ethical standardsâ
• Demonstrated strong analytical and problem-solving skillsâ
• Excellent communication skills both oral and writtenâ
• Familiar with Jira Confluence and ServiceNow.
• Hands-on experience with common observability platforms (DataDog CloudWatchâNewRelic etc.)â

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WORKING CONDITIONS:

• Able to sit and work at a computer keyboard for extended periods of time.
• Able to stoop kneel bend at the waist and reach on a daily basis.
• Able to perform general office administrative activities: copying filing delivering and using the telephone.
• Able to lift and move up to 25 pounds occasionally.
• Regular and on-time attendance.
• Must be able to prioritized schedule and complete testing required for multiple applications with overlapping schedules.
• A certain degree of creativity and flexibility is required.
• Hours may exceed 40 hours per week.
• Occasional travel by conventional means including aircraft motor vehicle and the like within the region and to other locations as required.
  
  

In addition to competitive pay a discretionary annual bonus and a supportive team-oriented culture we offer an outstanding benefits package that includes medical dental vision disability and life insurance sick time unlimited vacation and 401(k) with company match.

Note: To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge skill and/or ability required and are not intended to be an exhaustive list of all duties responsibilities or qualifications associated with this job.

Berry Appleman & Leiden is an Equal Opportunity Employer. It is the policy of BAL to ensure an equal employment opportunity without discrimination or harassment on the basis of race color national origin religion gender gender identity or expression age disability alienage or citizenship status marital status creed genetic predisposition or carrier status sexual orientation or any other characteristic protected by law. BAL prohibits and will not tolerate any such discrimination or harassment.

BAL does not accept unsolicited resumes from recruiters or employment agencies. BAL is under no obligation to pay any referral compensation or recruiter fee in the absence of a current executed Recruitment Services the event a recruiter or agency submits an unsolicited resume or candidate without an agreement BAL reserves the right to pursue and hire said candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes including those submitted to hiring managers shall be deemed the property of BAL. If your agency would like to be considered as a potential recruiting partner please forward your contact information to

Required Experience:

Senior IC