Sustaining Engineer

Finish Line Staffing Services Published: November 30, 2019
Boston, MA, United States
Job Type


As a key member of the team supporting a global customer base for this SaaS product, you will serve as the escalation point for complex issues clients are experiencing with the software platform, networking, or transport issues. Your background will include a mix of Technical
Support and Software Engineering experience. Your primary goal is to troubleshoot issues, identify root cause, and remediate the majority of cases within the technical support function.

Your experience with our technologies and your advanced troubleshooting skills will allow you to resolve a wide variety of technical issues working independently. When required, you will work effectively with other internal teams to effectively prioritize fixes, resolve problems, and document appropriate knowledge-based articles for the support team’s reference. When platform bugs, product issues, or AWS cases occur, you will be the primary contact between the Support team and the DevOps and Software Development teams to resolve the issues.

The support team is a critical part of the current and ongoing success of our client. We are looking for talented professionals who can provide quality technical support to our growing customer base and internal teams.
Specific Responsibilities:
 Gain a comprehensive understanding of our client’s technical architecture to properly diagnose escalated issues and propose viable solutions.
 Manages multiple customer cases simultaneously, usually high-priority and complex issues, and provide regular updates to customers with open support issues.
 Accurately identifies, replicates, and documents software defects and customer-requested product enhancements in the appropriate tracking system.
 Collaborates with Product Owners and Software Developers on patterns and common issues to improve product reliability and ease of use.
 Serves as the team’s SME on server issues. Assists with the build of Linux-based servers for deployment at client sites. Works with client IT team to deploy and test servers after installation.
 Mentors, trains, and coaches other Support team members to elevate the technical expertise of the team.
 Helps customers to install, configure, and use our client’s network and peripheral systems.
 Diagnoses troubleshoots and resolves portal, transport, and network issues with customers.
 Enters customer-related information, including case history, into the contact tracking database (
 Proactively works with Software Engineers to provide the Support team with current information on product problems and resolutions.
 Accurately identifies, replicates, and documents software defects and customer-requested product enhancements in the appropriate tracking system.
 Collaborates with Product Owners and Software Developers on patterns and common issues.

 As will all members of the support team, you will support incoming cases on an as- needed basis to existing subscribers reaching the support line.
 Responds promptly to customer problems and questions that come in through email and telephone.
 On-call rotation assignments as needed.

Education/Work Experience/Technical Skills
The successful candidate will have excellent customer service skills with the ability to handle and diffuse difficult situations. Your experience must include prior customer-facing technical support roles, in addition to experience in a Sustaining Engineer, Escalation Engineering, or
Software Engineering role. A degree in a technical discipline or equivalent experience is required. You must have at least 7- 10 years’ prior experience working in a service and/or technical support environment supporting Linux servers (Red Hat, Centos, or Scientific Linux is
a plus), applications servers such as Tomcat, JBOSS, Servicemix, Message Queue (activeMQ) is preferred. Your past roles should have provided you with at least five years’ experience with relational databases such as MySQL or PostgreSQL. Experience with monitoring systems such
as Nagios and Munin. Experience with ticketing systems like Salesforce, Desk. Experience with the Atlassian suite of products (Jira, Confluence). Experience with Version Control tools such as Subversion, Git. Exposure to networking concepts and configuration is a plus. Comfortable with
shell scripting (BASH, Python). Familiar with Cloud Computing Platform (AWS, Azure, GCP) concept is a big plus. Experience with Windows and OS X operating systems is a big plus.

Most importantly, you should have well developed troubleshooting skills (an out-of-the-box creative problem-solver!) and the ability to learn how all the pieces of an application infrastructure fit together, such that when seeing evidence of failures, you can plan an approach to successfully resolve the issue.

You must enjoy customer contact and can deliver exceptional customer service during high-priority and high stress situations. You respond to users with a high degree of professionalism and accuracy, and so you have outstanding verbal and written skills. Finally, you can multi-task
and work under dynamic conditions and constraints with minimal supervision – a self-starter! (i.e., strong analytical, prioritization, time management, and follow-up skills) Our company is at the intersection of technology, healthcare, and big Pharma, and prior experience in a similar
setting with HIPAA requirements is strongly desired.

Our client is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, including sexual orientation and
gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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