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.
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
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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