Principal Support Engineer

Remote Job Posting

This position provides a top-level of expertise in both the front-end and back-end technologies, utilizing fine-tuned troubleshooting techniques and internal and external resources and tools. They will work cross-departmentally with Development, Product Management, Security, Subject Matter Experts (SMEs), and the Escalation team to reduce customer effort and case resolution times. Proactively monitor hosted environments and provide recommendations to Product, Engineering, and Architecture.

What you will do:

• Exceeding internal and external customer expectations by providing an individually tailored service experience.
• Provide systematic software enhancement recommendations to Product, Engineering, and Architecture.
• The identification, creation, fixing, and representation of software bugs.
• Lead field investigations and prepare presentations when applicable.
• Meet and exceed Service Level Agreements through effective case management.
• Mentoring and Assisting Backline teams with technical engagements.
• Prepare and Present product Essential Training sessions.
• Assisting Subject Matter Expert (SMEs) in organizing knowledge distribution and training.
• Provide in-depth troubleshooting, analysis, and workarounds on advanced and complex issues.
• Mentor and provide training regarding how to approach and debug complex systems.
• Works directly with stakeholders to assure resolution of critical issues.
• Proactively identify and resolve issues by utilizing APM tools.
• Partner with DevOps, Engineering, Support, and end-users in resolving issues/problems in both premise and hosted environments.
• Work with External Vendors, log tickets, and follow the process to solve issues in given SLAs.
• Follow ITIL processes (Change management, configuration management, Root Cause Analysis, and Problem Management).
• Participate in War Room sessions to drive critical issue resolution.
• Provide on-call and after-hours support as needed.
• Adhere to team processes, align with team objectives and goals.
• As directed, performs special projects.
• Following company policy for expense reporting.

Qualifications Required:

• Typically, high school education, vocational training and/or on-the-job training.
• Typically, eight or more years of increasingly related experience.
• Demonstrate ability to read, write and debug code.
• Experience with network and system architectures such as servers, databases, load balancers, and routers.
• Experience with Enterprise networks (servers, topology, connectivity, etc.).
• Proficient with SQL and other relational databases.
• Proficient with AWS and other cloud technologies.
• Experience with Agile project management and software development methodology.
• Active Directory -- multi-domain structure and GPO management.
• Demonstrate ability to perform heap and memory analyses, LAN trace, Profiler, JDK tools, and other troubleshooting techniques.
• Experience with Application Performance Management (APM) platforms.
• Experience with SSL, Certificates, Cryptography, and other server security.
• Ability to write precise and instructive Knowledge Base articles about technical issues.
• Extensive customer service experience and training.
• Excellent customer relationship and advocacy skills.
• Experience with providing customer centered technical support.
• Demonstrated history of strong customer service.

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.