Application Engineer II

Application Engineer II

Join us in making book discovery and organisation seamless and dynamic. We will enable this through a set of foundational components that establish entity-to-entity and customer-to-entity connections by bringing together data from multiple sources. We will facilitate cost-effective expansion, rapid feature development, and tech consolidation, enabling immersive book discovery experiences through dynamic recommendations and personalised libraries.

The Support Engineering team provides production engineering support. This job requires you to hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks that will define your success. As an Application Engineer II, you will drive resolution efforts and provide clear direction and updates to users, customers, and other team members. You will identify improvements to existing and new support tools that would improve operational efficiencies. You will support critical issues for the products and systems within the scope of your team using existing documentation. You will detect ongoing trends or problems before they occur and define proactive actions.

Key job responsibilities include:

• Provide engineering support of our incoming tickets, including extensive troubleshooting and debugging, with responsibilities covering multiple product lines.
• Work on maintenance driven coding projects, primarily in shell scripts, web technologies, and Java based projects.
• Read and understand complex application code and make code fixes to resolve support issues.
• Software deployment support in staging and production environments.
• Develop tools to aid operations and maintenance.
• System and support status reporting.
• Ownership of one or more digital products or components.
• Customer notification and workflow co-ordination and follow-up to maintain service level agreements.
• Work with Seattle engineering team for handing-off or taking over active support issues and to create a team specific knowledge base and skill set.