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Mid-level generalist product-support role with common skills; non-metro location reduces applicant density.
Skills like Java, Linux, SQL, ITSM, and monitoring transfer well across software product companies.
Explicit 2–6 years plus mandatory Java, Linux, SQL, and monitoring skills enforce moderate screening.
Provide L1/L2 support for Java-based Aviation Passenger Solutions products ensuring issues are addressed within agreed SLAs.
Collaborate with Dev Ops and SMEs to investigate, resolve, and report on production and billing issues including root cause analysis.
Develop technical support materials, enforce escalation procedures, and support 24x7 rotational shifts.
2–6 years experience in application/product support, specifically Java-based applications.
Bachelor of Science degree in Computer Science/Computer Engineering or equivalent required.
Experience with ITSM processes (Incident, Problem, Change, Service Request Management) and managing SLA-driven L1/L2 support.
Good knowledge of Linux/Unix, SQL, and hands-on experience with monitoring tools like Grafana.
Experienced in troubleshooting and root cause analysis in production support environments, especially with Java and related middleware (Oracle WebLogic, Apache Tomcat).
Able to interact effectively with customers and internal stakeholders, managing support escalations and communications.
Flexible to work across projects and 24x7 rotational shifts, with a proactive problem-solving approach.