Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.
What you’ll be doing...
The Commercial Service Support Team within Verizon Connect’s Product organization is responsible for helping maintain availability and stability of our commercial products through troubleshooting customer issues, collaborating with Product teams to resolve software defects, and serving as the link between the Customer Care organization who are on the “front-line” working with our customers and the rest of the Product group. We have an immediate need for a Service Support Engineer to join our Commercial Software Service Support team. This role will help facilitate product support, customer issue resolution, and product improvements for our award-winning SaaS application.
- Actively monitor application performance and maintain system uptime.
- Triage and troubleshoot customer-reported issues or defects from external support teams.
- Work closely with software engineering teams to prioritize reported bugs and requested features and to detect and diagnose code-related issues.
- Communicate and collaborate with customer-facing teams in resolving escalated issues.
- Collect and document information about product performance, product application problems, and failures.
- Develop and suggest needed product improvements based on data collected.
- Communicate and collaborate with Product Management to create a better customer experience.
- Make improvements to existing product documentation and assist in the development of internal and customer-facing training materials.
- Resolve customer issues within committed SLAs and timelines.
- Perform miscellaneous job-related duties as assigned.
You’ll need to have:
- Bachelor’s degree in Computer Science, Information Technology, or other related field or relevant work experience.
- Experience in an application support, technology operations, systems engineering, SRE, or software engineering role.
- Experience using ticketing systems and tools including, but not limited to: Salesforce, JIRA Software, etc.
- Knowledge of relational database technologies – SQL Server, PostgreSQL.
- Knowledge of application development, testing, and integration with proficiency in at least one scripting or programming language.
- Experience with MS Windows and/or Linux server environments.
- Working knowledge of Lean and Agile development practices.
- Knowledge of cloud technologies, particularly Amazon Web Services (AWS).
- Working knowledge of ITIL practices and principles.
Even better if you have:
- An advanced degree.
- ITIL Foundations Certification.
- AWS certification(s) of any kind.
- Experience with Linux operating systems.
- Experience with NoSQL technologies.
- Ability to troubleshoot deep and solve complex problems.
