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Production Support Engineer (Cloud)

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  • Published:

    3 months ago

  • Salary range:

    4500 - 8500

  • Expiry date:


Context of the role:

Contour is building the new trusted, network for global trade. Backed by the world’s largest trade banks, Contour’s unique approach of industry-wide collaboration and blockchain technology will digitize the existing, manual, paper-based processes and create new opportunities. Reporting to the Support Manager, the Production Support Engineer will be responsible for onboarding and supporting our global client base and the cloud-native technology that underpins it. The unique challenges of blockchain, cloud, industry-wide transformation, and a new fast-growing team make this an exciting and empowering role with a great future.

Key Responsibilities:

  • Form part of the global support desk team to resolve application and technical issues faced by our clients, resolving issues promptly and to high standards.

  • Monitor our Cloud services and work with our DevOps team to resolve issues promptly and identify areas for improvements.

  • Work with product teams to review upcoming changes, assess customer impact, train customers were necessary, and support the rollout of new releases.

  • Continually optimize our features and processes to reduce support issues and deliver excellent customer service where we are needed.

  • Leverage your previous experience and technical ability to develop scripts and improve documentation to improve the overall user experience and reduce future issues

  • Be empowered to drive change throughout the organization

Job requirements

  • Minimum of 3 years in technology/software service management team as an L1/L2 analyst

  • Flexible to work shifts as we build out the team to service our global client base

  • Excellent problem-solving skills and a passion for great customer service

  • Strong technical skills (Java, Sprint, React, Cloud (Azure/Aws), SQL Server, Unix, Networking)

  • Hands-on experience in technical support and incident management with any certifications a plus (eg ITIL)

  • Experience with cloud and infrastructure monitoring is a plus.

  • Strong, positive energy, with a desire to learn and improve.

  • Proven experience in improving a team’s tools and processes

  • Excellent written and verbal communications

  • A strong work ethic and ability to navigate and thrive in a fast-changing environment

Why Join Us?

  • Experience fresh, exciting daily challenges as we reshape a legacy industry

  • Work in a fast-paced, highly collaborative and high calibre team

  • Enjoy opportunities to take on a broad range of roles as the company grows

  • Experience freedom in how you achieve your goals and your working practices

  • Collaborate with a broad range of stakeholders

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