Mid- Level Software Support Engineer
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Job Summary
Job Description:
We believe in bold ideas diverse perspectives and the drive to transform knowledge into impact. Here your curiosity fuels progress your voice shapes innovation and your ambition helps redefine whats possible within science and learning. We are a culture that obsesses over impact challenges and drives whats next to power infinite possibilities for our customers colleagues and society at large.
About the Role:
Wiley is seeking a Mid Software Support Engineer with 2-3 years of experience to play a key role in supporting Wileys Research Exchange this position you will be responsible for application maintenance support troubleshooting and continuous improvement activities.
You will work closely with development teams and cross-functional stakeholders to ensure the stability performance and reliability of the platform. This role requires a proactive problem solver who can investigate issues drive resolutions for incidents and service requests and contribute to enhancing the overall user experience and operational effectiveness of the application.
- Provide technical expertise in application maintenance support troubleshooting and issue resolution.
- Collaborate closely with development teams to implement fixes enhancements and platform improvements.
- Investigate and resolve incidents and service requests ensuring timely communication and resolution.
- Take ownership of complex support issues and provide guidance to junior team members on troubleshooting and problem resolution.
- Contribute to the refinement of support processes Incident Management practices and operational workflows.
- Proactively identify opportunities for application performance reliability and process improvements.
- Perform root cause analysis and document findings recommendations and preventative actions.
- Create and maintain technical documentation standard operating procedures (SOPs) and solution requirements.
- Leverage AI-powered tools including Microsoft Copilot to assist with debugging issue analysis and troubleshooting activities.
- 2-3 years of experience in software support software development or testing of web-based enterprise applications.
- Hands-on experience with support and monitoring tools such as Jira Service Management (JSM) Dynatrace Kibana and Elasticsearch.
- Strong analytical troubleshooting and critical-thinking skills with exceptional attention to detail.
- Excellent verbal and written communication skills with the ability to effectively engage both technical and non-technical stakeholders.
- Demonstrated experience supporting and troubleshooting web-based applications and integration technologies.
- Ability to work independently while also contributing effectively within a collaborative team environment.
- Experience onboarding new team members and mentoring junior colleagues.
- Proven ability to proactively identify issues develop solutions implement fixes and recommend practical workarounds when required.
- Understanding of RESTful web services and experience using APIs for troubleshooting and analysis.
- Ability to write and execute SQL queries and work with relational databases.
- Experience utilizing AI tools such as Microsoft Copilot to improve debugging efficiency issue tracing and problem resolution.
- Commitment to continuous learning process improvement and delivering high-quality support services.
We power infinite possibilities.
For more than 200 years weve transformed knowledge into discoveries that shape the world. Today our global team of innovators creators and experts is driving whats next in science education and publishingcreating impact that reaches everywhere.
Were not just observers of progress. Were the ones accelerating scientific breakthroughs advancing learning and sparking innovation that redefines entire fields and improves lives.
Here your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything.
Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race color religion sex sexual orientation gender identity or expression national origin disability protected veteran status genetic information or based on any individuals status in any group or class protected by applicable federal state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact for assistance.
We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates needle movers and learning champions all while striving to support the health and well-being of all employees. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development and through a robust body of employee programing we facilitate a wide range of opportunities to foster community learn and grow.
We are committed to fair transparent pay and we strive to provide competitive compensation in addition to a comprehensive benefits package. It is anticipated that most qualified candidates will fall within the range however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors including but not limited to geographic location skills and competencies. Wiley proactively displays target base pay range for United Kingdom Canada and USA based roles.
When applying please attach your resume/CV to be considered.
Required Experience:
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