Senior Application Support Engineer - NOC Team

We are seeking a motivated and talented individual to join our Network Operation Center (NOC) team. This role offers an exciting opportunity to work on cutting-edge technologies and influence the future of retail automation.

As an Application Support Engineer, you will be a key member of the NOC Primary Team responsible for supporting the Alphabot System at customer sites. This role requires a unique blend of technical expertise, problem-solving skills, and the ability to collaborate effectively across teams. You will play a critical role in ensuring system reliability, optimizing performance, and driving automation initiatives to enhance operational efficiency.

What you'll work on:

• Technical Support and Troubleshooting:
• Work closely with Site Operations Teams to provide technical guidance and resolve day-to-day operational challenges based on severity guidelines.
• Lead escalation calls to mitigate system issues promptly, minimizing downtime and ensuring clear communication with stakeholders.
• Collaborate with Software, Hardware, and System Performance Engineering teams to troubleshoot critical software production issues.
• On-call Support and Incident Management:
• Participate in an on-call team schedule during office hours (Monday to Friday) to provide timely resolution of escalated issues.
• Document incident details and resolutions in accordance with established protocols, ensuring thorough root cause analysis (RCA) for continuous improvement.
• Hands-On Deployment:
• Configure and deploy network and system updates as per operational requirements.
• Collaborate with other teams to coordinate deployment activities and ensure compatibility with existing infrastructure.
• Training and Development:
• Participate in training sessions, workshops and self-study to stay updated with technological advancements and best practices.
• Develop comprehensive training documentation and mentor other team members to enhance their technical skills and operational knowledge.
• Process Improvement and Automation:
• Review existing processes and implement strategies to automate and enhance triage processes, leveraging data analytics to identify root causes impacting system performance.
• Collaborate with the automation team to develop scripts, tools, and workflows that optimize deployment processes and incident response.
• Continuous Support and Monitoring:
• Operate in a 10x7 operational model to ensure continuous support and monitoring of critical systems.
• Proactively monitor system performance and respond to alerts outside regular business hours to maintain system availability and reliability.
• Data Analytics and Reporting:
• Perform data analytics to develop insightful dashboards for triage and troubleshooting purposes, gathering "voice of the customer" feedback to drive improvements in product and service offerings.

What we're looking for:

• Bachelor’s degree in engineering or related technical field.
• Strong technical problem-solving and analytical skills.
• Proficiency in scripting languages such as Python, with experience in Linux/Unix environments.
• Familiarity with visualization tools like Tableau or PowerBI.
• Ability to manage multiple high-priority tasks simultaneously and lead complex technical discussions across various teams.

Preferred:

• Master’s degree in computer science or related field.
• Advanced scripting and programming skills (e.g., C, C++, JavaScript).
• Experience with setting up databases and utilizing Data Warehouses.
• Proficiency in developing monitoring dashboards and using Knowledge-based systems (KBS).
• Excellent written and oral communication skills, with a proven track record of resolving complex issues efficiently.
• Strong organizational and planning skills, with a commitment to continuous learning and improvement.