Production Support Engineer — Atlanta, GA

HI

GTD ID# 8ZTLQS
Role Name: NBCU – Senior Support Engineer SQl- Java- AWS – SpinCo Back fill
Location: Atlanta, GA

Job Description

NBCU – Senior Support Engineer SQl- Java- AWS – SpinCo Back fill

Must have • ITIL certification or similar

Job Summary:
We are seeking a highly motivated and detail-oriented Senior Support Engineer to join our dynamic team. The ideal candidate will take full ownership of production support issues, demonstrate deep technical understanding, and ensure timely and effective resolution of incidents. This role requires strong SQL expertise, with working knowledge of Java and AWS, and a proactive approach to communication and collaboration.

Key Responsibilities:
• Issue Ownership & Communication
• Take full ownership of support issues, articulating problems clearly and completely during meetings.
• Avoid deferring explanation to others; instead, lead discussions with a thorough understanding of the issue.
• Maintain objectivity and clarity in all communications.
• Monitoring & Awareness
• Stay continuously aware of all support issues and email alerts.
• Review support emails at 15-minute intervals during working hours and hourly during non-working hours (until 9 PM).
• Acknowledge and respond to support emails promptly.
• Issue Tracking & Follow-Up
• Ensure all ongoing issues are followed up daily until resolution and closure in Jira.
• Report every production support issue on the Support Channel in Microsoft Teams from detection to resolution.
• Troubleshooting & Prioritization
• Always initiate troubleshooting from the source of the issue, not the target.
• Prioritize production issues over non-production ones.
• Schedule time for non-production issues and set clear expectations for preparation and resolution.
• System Knowledge & Preparedness
• Maintain a deep understanding of all systems supported, including their features and end-to-end workflows.
• Be able to articulate past issues and resolutions when queried.

Required Skills & Qualifications:
• Technical Expertise:
• Strong proficiency in SQL for data analysis and issue diagnosis.
• Working knowledge of Java for understanding application behavior and logs.
• Familiarity with AWS services and cloud-based infrastructure.
• Experience:
• 5+ years in a technical support or production support engineering role.
• Proven experience in managing and resolving complex production issues.
• Soft Skills:
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and take initiative.

Preferred Qualifications:
• Experience with monitoring tools and alerting systems.
• Familiarity with Jira, Confluence, and Microsoft Teams.