Senior Software Engineer L2 Support- MEAN Stack

Delivery Solutions is a Retail eCommerce OXM Platform that provides retailers with out-of-the-box solutions to power Same-Day Delivery, Curbside, In-Store Pickup, Shipping, and post-purchase experiences. We are trusted with some of the biggest names in multiple verticals of retail like Sephora, AT&T, Footlocker, Michael's, Office Depot, GameStop, Total Wine, Sally Beauty, Abercrombie & Fitch Co. Belk, Loblaw, Vineyard Vines etc.

Our SAAS-based solution is highly flexible and interacts seamlessly with E-commerce properties, OMS, WMS, and POS systems for a highly scalable experience and a delighted customer base.

Delivery Solutions is a wholly-owned subsidiary of UPS | We are a certified Great Places To Work Company

Role: Senior Software Engineer L2 Support- MEAN Stack

Division/Department: Customer Success & Support

Work Location: India - Remote

Responsibilities:

• Lead the day-to-day proactive monitoring of the application systems in operation, including tasks related to identifying, and troubleshooting application issues, providing resolution of issues, or triggering escalation
• Provide regular support to the Implementation and CRM tracks during peak periods of increased Cx and order activity
• Master accurate Troubleshooting techniques and RCAs on tickets needing L2 attention 
• Meet SLAs like response and resolution times by partnering with L3 and L4 Support teams
• Help and assist in resolving software and technical questions for the customer efficiently and effectively. 
• Responsible for independent review, validation, and verification of the written code/scripts and bug fixes by the other junior L2 members of the team 
• Monitor Infrastructure alerts on communication channels and act on the potential risks with tenants based on impacted use cases
• Collaborate with architects to properly manage customer inquiries and escalate when appropriate 
• Perform Root cause analysis, and customer support relationship management in partnership with Product Architects; Interpret and disseminate the information to a variety of audiences, including support teams and internal leadership
• Document solutions for knowledge base and bring new ideas for innovation and automation excellence into the Support team. 
• Work on scripting tasks to provide periodic data as per requests and update bulk data
• Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status. 
• Share feature requests and effective workarounds with internal teams

What are we looking for

• 3 years in an application monitoring and support role using an incident management tool
• At least 3 years using MongoDB, Express, Angular, Node (MEAN Stack)
• At least 2-3 years of combined experience working in AWS services / New Relic, Agile, CI/CD, and DevOps environments
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
• Ability to work independently and to carry out assignments to completion within parameters of instructions given prescribed routines, and standard accepted practices
• At least 1+ years of experience with HTML / CSS
• At least 1 year of experience with SQL
• Must have a professional degree

Suppose you are a self-motivated individual with a passion for delivering high-quality software and want to work with a team that values creativity and innovation. In that case, we encourage you to apply for this exciting opportunity. Join our team and be part of a dynamic environment where your expertise will significantly impact our software products. 

Please submit your resume along with any relevant project portfolios or GitHub repositories, for consideration.

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