PRODUCT SUPPORT ENGINEER

Company: Jobleads
Location: Olathe
Posted on: May 3, 2021

Job Description:

NIC Inc., the nation's premier provider of innovative digital government solutions and secure payment processing is currently seeking applicants for aProduct Support Engineeropportunity. At NIC (NASDAQ: EGOV), it's our mission to make government interactions more accessible for everyone through technology. NIC's company culture is driven by a set of core values: trust, integrity, responsibility, passion, innovation, family, and community. SUMMARY Outdoor Recreation Product Support Engineersprovide technical support and solutions to cross functional teams by diagnosing, troubleshooting, repairing, and debugging complex IT systems including software and infrastructure related to our enterprise Outdoor Recreation software suite. They respond to situations where front-line product support is unable to isolate or fix problems in malfunctioning systems. Outdoor Recreation Product Support Engineers are part of a consolidated Product Support Team working in other specialized product areas including prescription drug management, payment process, and licensing. This position offers the opportunity to work with business analysts, quality assurance engineers, developers, cloud engineers, business personnel and end users throughout the company and NIC's customers. KEY RESPONSIBILITIES Perform troubleshooting, problem analysis, event isolation and problem remediation or escalation for NIC's Outdoor Recreation Software Suite Trouble shoot system failures with both NIC technical staff and citizen end users Take part in an on-call rotation for incident resolution Perform or assists with software and hardware setup and troubleshooting Research and analyze platform issues working cross-functionally across NIC teams and customers to identify root cause and corrective actions Implement workaround procedures when standard procedures have failed and ensure issues are resolved in a timely fashion Understand and respond properly to escalation procedures; follow through and assist in troubleshooting after escalating Record information into ticketing system in an accurate and complete manner including diagnostic results and cross-product correlations to assist other groups with diagnosis and communications Perform investigation, documentation and reporting for customer-impacting or recurring issues Communicate professionally and effectively with NIC teams and stakeholders in both a proactive and reactive manner Complete stand-alone projects to improve application functionality and/or improve production support efficiency Build, review and execute PostgreSQL again production data EXPERIENCE/EDUCATION 2-3 years' experience in the field or related area Working within an ITIL model preferred Bachelor's degree preferred, or equivalent, in area of specialty Familiar with standard concepts, practices, and procedures of support engineering Creative in solving issues utilizing programming skills Strong organizational and prioritization skills Strong customer service skills are required Self-motivated and passionate about software, especially troubleshooting and problem resolution Desire to work in a fast-paced and changing environment Desire to collaborate with business subject matter experts on application setup and troubleshooting Experience working in a tiered support model with internal and external groups Collaborate with developers regarding bugs, defects, and new features needed for application Provide excellent and prompt service for application incidents and requests Create technical documentation for better knowledge sharing Develop tools to aid in support, troubleshooting and root cause analysis Provide recommendations to application development team to improve usability and supportability of the applications Strong organizational and prioritization skills 2+ years of experience executing, editing and writing Powershell scripts 2+ years of experience executing, editing and writing MSSQL, PL/SQL or PostgreSQL required Experience with file transfers and protocol including SFTP 2+ years of experience reading stack traces in .Net Experience troubleshooting thermal printers is a plus Knowledge of Jenkins or similar automation tools AWS or other cloud experience preferred BENEFITS Competitive compensation and stock purchase plan No-cost group medical insurance Matching 401(k) contributions with 100% vesting Disability and Life insurance Company wellness program Paid State holidays and vacation Great work environment Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: Jobleads, Snowmass , PRODUCT SUPPORT ENGINEER, Other , Olathe, Colorado