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Senior Application Support Engineer

Company: Alert Innovation
Location: Billerica
Posted on: January 16, 2022

Job Description:


Alert Innovation is seeking a talented and motivated individual to become part of the Alert Network Operation Center (NOC) team to support the Alphabot System at customer sites. This job will require a unique combination of flexibility, troubleshooting, analysis, creativity, and leadership skills to be effective in this role. As part of this highly visible NOC team, candidates will have the opportunity to work with cross-functional teams to influence future Alphabot products and technologies.

The ideal candidate has strong problem solving, great communication and interpersonal skills and enjoys learning new things and willing to work through the details to get things done. The position will also require reviewing existing processes and develop strategies to automate and enhance triage process. The candidate will use his or her data analytics skills to deep dive to determine underlying root causes impacting system performance.

What Will You Do?

  • Work with Site Operations Teams to provide technical guidance and troubleshoot day to day operational challenges as per the severity guidelines.
  • Lead the escalation call to mitigate system issue and reduce the downtime.
  • Collaborate with Software, Hardware and System Performance Engineering teams to problem-solve critical software production issues.
  • Provide on-call coverage as per the coverage schedule.
  • Develop training documentation and mentor other team members.
  • Drive the development of automation tools to reduce failures and manual task execution, therefore improving overall application performance and availability.
  • Resolve critical incidents/problems and fluently applies escalation and notification procedures to leadership.
  • Document specific techniques for incident/problem resolution that will enable proactive system management.
  • Own and drive Root Case Analysis (RCA) on complex system issues.
  • Perform data analytics and develop dashboards to support triage and troubleshooting.
  • Collect voice of the customer feedback and share with leadership and product teams.
    What Are We Looking For?
    • Strong Technical problem-solving and analytical skills.
    • Proficiency in Scripting and using Python.
    • Knowledge and experience with using Linux/Unix environment.
    • Ability to prioritize and manage multiple high-priority tasks simultaneously.
    • Ability to lead complex technical discussions with a variety of groups, including Software and Systems Engineering, Operations, and Senior Management.
    • BS/MS degree in Comp Science or related software field.
    • Advance scripting, programming, and coding skills.
    • Excellent written and oral communication skills.
    • Experience resolving complex issues in creative, efficient, and effective ways.
    • Strong organizational and planning skills.
    • C, C++, JavaScript, Python, or similar scripting languages.
    • Knowledge of setting up Databases and using Data Warehouse.
    • Development of Monitoring Dashboard Development.
    • Experience with Knowledge-based systems (KBS).
    • Experience with visualization tools like Tableau or PowerBI.
    • B.S. in Engineering.

      All members of Alert Innovation practice the following values as part of their daily responsibilities and model these values as she/he leads or supports their teams.
      • The Golden Rule: Extraordinarily powerful in its simplicity and depth: Treat others as you would want to be treated.
      • The Power of Person: The contribution of every single person in a company is important, and the performance of the entire company can only be maximized when every person strives to achieve his/her full potential and to contribute to the best of his/her ability.
      • The Power of Team: The Power of Person becomes amplified exponentially when a group of people working effectively as a team create performance synergy, whereby the capacity to perform as a team is much greater than the sum of the individual members capacities.
      • The Power of Truth: We strive to see the world as it is, not as we want or imagine it to be, because only then can we make it better. This core value manifests itself through questioning, probing, testing, measuring, validating, verifying, proving, listening with an open mind, and making fact-based decisions. It also fosters transparency and honesty with others, as well as self-examination and self-honesty.
        What Do We Offer?

        Alert Innovation offers a highly competitive salary for each job family and level within the Boston-area market in which we are based.

        Every employee is granted stock options that vest over four years.

        Full-time employees receive a generous benefits package starting on your first date of employment:
        • No fixed limits on the number of workdays that you can take off for personal reasons, including vacations. You take what you need keeping in mind the demands of your teams workload.
        • Medical, Dental, Vision, Life Insurance, and 401K + company match.
        • Tuition & work-related training reimbursement programs.
        • Employee Assistance Program to assist with emotional health, parenting, eldercare, nutrition, legal and financial consultation needs.
          The above list is only a summary of some of our benefits and is not meant to be a comprehensive explanation. To hear more, please visit:

          Alert Innovation offers a safe work environment for its employees and partners. All employees, contractors, interns, and visitors are required to be fully vaccinated. Additional COVID precautions, such as wearing face masks, hand washing, and hand sanitizing are also common practice in all Alert Innovation facilities. We are a flexible work environment and offer on-site and hybrid work schedules based on team requirements.

          Alert Innovation is proud to be an Equal Employment Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected Jobble

Keywords: Alert Innovation, Billerica , Senior Application Support Engineer, Engineering , Billerica, Massachusetts

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