Senior Software Support Engineer

Learn current data platform products, internal tools, rules, and data patterns. Diagnose and resolve complex software, data, and system issues as L2. Assist with vendor data integrations and runbook tasks. Collaborate with development, AI research, and data platform teams. Develop deep understanding of software products, architecture, and infrastructure. Create documentation and automate tasks. Use AI agents for batch updates and code review. Setup alerts and monitoring. Travel periodically to customers and vendors. Lead meetings and improve support processes.

Monitor Production, UAT, QA, DEV systems. Handle live service issues (P1, P2). Troubleshoot UnaVista systems using SQL and Windows Server skills. Resolve performance and capacity issues. Automate processes and document changes. Manage maintenance tasks including patching, failovers, and DR testing. Backup management and event monitoring. Contribute to Incident & Problem Management. Communicate with customers and internal teams. Train new members. Assist with cloud migration. Optimize database performance and queries. Communicate with regulators. Automate tasks and decommission systems.

Handled Tier2 support tasks, prioritized escalated tickets, focused on documentation and training team members.

Owned customer issues through resolution. Diagnosed and troubleshot system issues. Escalated unresolved issues. Provided technical support via phone, email, and chat. Documented knowledge and maintained client relationships. Installed and configured applications. Monitored networks and system performance. Communicated with internal teams. Trained customers and team members.

Tested video games on multiple devices and OS versions. Submitted bugs and created test cases. Communicated with development teams. Performed functional, regression, load, performance, compatibility, localization, and multiplayer testing.

Tested games on PC and consoles. Submitted bugs and proofed documentation. Communicated with teams and provided feedback. Used bug tracking tools and performed manual testing.

Maintained customer-oriented attitude. Resolved non-conformities and complaints. Assisted customers with product information. Communicated with third-party vendors. Processed orders and maintained records. Provided feedback on customer service processes.