Senior Application Support Engineer

Position Overview

As a Senior Application Support Engineer for Modo, you will provide technical product support to clients using product knowledge and a high degree of technical expertise. You will provide the highest level of service to resolve the client/customer’s issues, while strengthening the client relationship and managing Modo service level agreements. This position requires the ability to analyze and resolve highly technical issues in a production environment. You must be versatile, highly motivated individual and ready to make a difference.

You will put your expert knowledge of software development and system administration to work in order to provide technology support services, ensuring overall customer satisfaction and full completion/resolution of complex support requests. After training, this position requires little supervision and a high degree of organization and extreme attention to risk, detail and quality. If you are a knowledgeable Software Engineer who likes to work in a customer facing environment troubleshooting complex Applications this is a perfect match for you.

Please note that this is a key team member we’re building around and therefore NOT A REMOTE ROLE, please only apply if you are able to work in-office full time in Richardson, TX.

Essential Job Responsibilities

  • Serving as a proactive co-leader on the Application Support Team
  • Leadership role over designed client application support, with opportunities to grow
  • Supplying frontline technical and operational support to our clients
  • Meeting with a client’s technical team to educate them on the specific solution architecture
  • Triaging support issues in production via internal dashboards, databases, AWS/EB/CloudWatch logs and other tools
  • Tracking support issues & isolating tasks for development/infrastructure changes
  • Communicating timeframes for client Service Level Agreements for pending support issues to the Modo internal development team to ensure that ongoing improvements and fixes are understood and prioritized correctly
  • Implementing AWS CloudWatch log alerts
  • Monitoring technical production costs
  • Assisting in new support tool selections and roll-out
  • Identifying security risk in production environments and related software solutions
  • Willingness to work in a team environment within an Agile methodology

Required Experience

  • Software Developer Experience (>5 years)
  • Education Bachelor’s Degree in a Computer Science or related technical discipline; or the equivalent combination of education; technical certifications or training; or work experience.
  • This position requires a strong technical background in industry standard monitoring technologies, with the proven capability to implement and support complex environments.
  • Client Management and excellent Troubleshooting skills
  • Experience managing long-term technology roadmap for production support health and growth of the overall solution for the client
  • Flexible working hours to cover during off hours. Participate in on-call rotation weekly.
  • Strong Change Management Process skills
  • Excellent people and communication skills, both oral and written

Preferred Experience

  • PHP or Golang
  • AWS
  • SQL
  • Familiarity with agile principles
  • Digital Payments Industry

Work authorization

  • United States (Required)

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