Senior Escalation Engineer
Overview: We are seeking an experienced Senior Applications Support Escalation Engineer to join our team and play a critical role in enhancing the support of in-house developed cutting-edge logistics solutions. This role requires a deep understanding of containerized solutions, backend development using Go-Lang, frontend technologies such as React.js, and a solid foundation in Microsoft .NET, SQL, Linux, and cloud-based architectures like AWS and Azure. While this is not a developer position, you will bridge the gap between support and development, providing expertise in diagnosing and resolving complex issues and providing best in class support for customer issues. Key Responsibilities: * 3rd level contact \& escalation point for all customer reported issues with Lynxis solutions. * Diagnose, troubleshoot, and resolve complex application problems by reviewing code and identifying ways to reproduce and address issues. * Mentor other team members, providing guidance, training, and technical expertise to enhance their capabilities * Collaborate with team members and developers to escalate unresolved issues, ensuring timely and effective resolution. * Analyze logs and data to identify trends, root causes, and potential improvements * Review, approve and maintain knowledge base documentation on recurring issues, troubleshooting steps, resolutions, and best practices for self-service support. * Occasionally participate in Development team code reviews and solutions being deployed. * Ensure uptime \& performance of Lynxis developed systems \& connected hardware, including containerized environments and implement solutions to monitor and alert. * Stay updated on industry best practices and advancements, particularly within the logistics industry. * Supports next generation applications written in Go-Lang and React.js. * Supports legacy applications written in VB .NET and C#. Qualifications: * Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience). * Experience: 5+ years in application support or a similar role, with at least 2 years in an escalation capacity. * Proficient in Go-Lang backend development and React.js for front-end applications. * Advanced skills in SQL for database troubleshooting and optimization. * Expertise in Linux administration and troubleshooting. * Experience with containerized solutions (e.g., Docker, Kubernetes). * Familiarity with cloud platforms like AWS and Azure, including deployment and support of applications in a cloud-based environment. * Strong analytical and debugging skills with a focus on application support. * Excellent verbal and written communication skills and fluent in English, with the ability to simplify complex technical information for various audiences. * Demonstrated leadership capabilities, especially in mentoring \& training team members. * Experience with CI/CD pipelines and DevOps practices. * Familiar with VB .NET and C#. Preferred Qualifications: * Background in rail or marine terminal operations. * Familiarity with monitoring tools like Prometheus, Grafana, or Splunk. * Knowledge of network troubleshooting in a distributed application environment.