Support Engineer - Reson8

UNIQUE COMPUTER SYSTEMS LLC is seeking a dedicated and technically proficient Support Engineer to join our team, specializing in the Reson8 platform. In this vital role, you will be the frontline for diagnosing, troubleshooting, and resolving complex technical issues, ensuring the seamless operation of our critical systems and delivering exceptional service to our clients.

This position demands a keen eye for detail, strong analytical skills, and a proactive approach to problem-solving within a dynamic production support environment.

Are you a highly motivated Technical Support Engineer with a passion for problem-solving and a strong understanding of complex enterprise systems? UNIQUE COMPUTER SYSTEMS LLC is looking for an experienced Support Engineer to become a key member of our Reson8 platform team. You will play a crucial role in maintaining system stability, ensuring optimal performance, and providing expert-level support to our customers.

Responsibilities

• Provide expert technical support for the Reson8 platform, diagnosing and resolving complex issues in a production environment.
• Conduct thorough troubleshooting and root cause analysis for incidents, working to restore service efficiently and prevent recurrence.
• Effectively communicate technical information to both technical and non-technical stakeholders, ensuring clear and timely updates.
• Monitor system performance, identify potential issues, and contribute to proactive solutions to enhance reliability.
• Support and troubleshoot API integrations with external and third-party systems, ensuring seamless data flow and functionality.
• Perform comprehensive log analysis and utilize debugging tools to isolate and resolve production problems.
• Contribute to and utilize the technical knowledge base and documentation to improve support processes and efficiency.
• Work independently to manage and prioritize multiple support tickets and critical incidents, demonstrating strong time management skills.
• Escalate critical issues to senior engineers or development teams with accurate and detailed diagnostic information.
• Cultivate strong client relationships through empathetic and patient communication, ensuring high levels of customer satisfaction.

Required Skills

• Strong troubleshooting and analytical skills with a proven ability to perform root cause analysis.
• Proficiency in customer communication, both verbal and written, with a focus on clarity and professionalism.
• Solid understanding of core Java concepts and the ability to read and interpret Java code for diagnostic purposes.
• Basic knowledge of MVC frameworks such as Apache Struts or Stripes.
• Familiarity with JMS-based messaging systems, including Apache ActiveMQ or Artemis.
• Exposure to push notification systems like FCM (Firebase Cloud Messaging) and APNS (Apple Push Notification Service).
• Basic understanding of encryption techniques (e.g., AES, RSA).
• Proficiency in log analysis and utilizing various debugging tools for production issue resolution.
• Strong SQL skills, including writing complex queries, joins, and understanding stored procedures.
• Comprehensive understanding of REST/SOAP APIs and HTTP protocols.
• Hands-on experience with API debugging tools such as Postman and curl.
• Basic understanding of SMPP protocol related messaging workflows.
• Experience with Apache Tomcat deployment, configuration, and troubleshooting.
• Basic working knowledge of Windows Server Failover Clustering (WSFC).
• Foundational knowledge of networking concepts (TCP/IP, DNS, Firewalls).
• Basic system administration skills for both Linux and Windows operating systems.
• Exceptional problem-solving and critical thinking abilities.
• Ability to work independently, prioritize tasks effectively, and manage time under pressure.
• Platform/Product specific technical knowledge of Reson8 is highly regarded.

Experience

A minimum of 3+ years of progressive experience in a technical support, production support, or similar role, preferably within a complex enterprise software environment. Proven track record of successfully diagnosing and resolving technical challenges across diverse technology stacks and maintaining high customer satisfaction.

What We Offer

• A competitive salary and benefits package.
• Opportunity to work with cutting-edge technologies and a leading platform in the industry.
• A collaborative and supportive work environment where your contributions are valued.
• Continuous professional development and growth opportunities.
• The chance to make a significant impact on our products and customer success.