Product Support Engineer II

Job Summary:

mPulse Mobile is looking for a Product Support Engineer II who will fit into the internal technology team. This role is primarily focused will be involved in a combination of supporting new feature development, API enhancement, optimization, client integration support, and product maintenance. In addition, this role will collaborate with our offshore development partner to continue to deliver and support a high-quality intelligent mobile messaging product. Finally, based on seniority and experience, the role will include mentoring and training of junior engineering team members.

The ideal candidate is an entry-level software engineer who has worked with technologies used by mPulse, such as Python, Postgres, SQL, and other web engineering technologies. He or she should also have a passion for making the consumer healthcare experience better using communication technology.

Duties/Responsibilities:

• Troubleshooting and resolving PaaS application system errors.
• Provide technical product support to customers as well as internal staff
• Provide customers and internal stakeholders with updates regarding ongoing issues
• Document problem resolutions in our defect tracking system
• Guide non-technical team members researching technical issues
• Investigate, develop, and present formal and informal training on MS4 and MS5 products and support issues
• Co-author training plans and support new product team members, as well as key customers
• Work with the development team on testing & documentation during the product development cycle to ensure quality control.
• Produce incident reports, along with compiling impact reports highlighting all affected members for a given issue.

Skills/Abilities/Experience:

• Proficiency in the Python language with ideally 1+ years of professional experience in Python
• Some hands-on experience in SQL (Postgres)
• Basic proficiency in the LINUX (CentOS) command line and in UNIX shell scripting
• Strong problem-solving and analytical skills: Product support engineers need to be able to identify and troubleshoot problems with products and find solutions to those problems.
• Excellent communication skills: They should be able to clearly and effectively communicate with customers and coworkers, both orally and in writing.
• Attention to detail: They should be able to carefully and accurately document customer interactions and resolutions.
• Time management skills: They should be able to prioritize tasks and manage their time effectively to meet customer needs and deadlines.
• Teamwork skills: Since they may work in a team environment, it's essential to be able to collaborate and work effectively with others.
• Flexibility: Product support engineers may need to work outside of regular business hours or on weekends, so it's essential to be flexible and adaptable to changing work schedules.

Minimum Qualifications:

• Basic understanding of APIs and how applications communicate with one another
• Strong interest in software engineering and willingness to always improve and learn
• Ability to work/learn independently as well as in a team setting
• SQL query writing
• Communicates and collaborates with product developers, direct manager, and engineering peers to develop a solution
• Is responsive to assigned Bugs/hotfixes
• Possesses a basic understanding of MPulse’s business
• Regularly has code work reviewed by senior engineers and successfully applies feedback
• It is expected to become a Product Support Engineer III
• US (United States) Citizen

Physical Requirements:

• Ability to stand and sit for extended periods.
• Ability to lift 10 lbs. weight