Systems Engineer for Application Support

Vertafore is constructing an application support team as part of the Development Operations organization to deliver high-quality technical support for all our products. We are looking for a talented Lead Systems Engineer that highly capable in assuring high availability and stability for the products. The successful candidate also needs to be competent in delivering innovative and practical solutions to achieve our technology and business objectives. This role will report to the Director of Application Support.

We are looking for a technologist that have what it takes for this role. Are you

• A problem solver?
• Possess a can-do attitude?
• Passionate to learn new product and technology?
• Easily adapt to changes?
• Dislike seeing issue repeated?
• A team player?

Yes to all of the above? We will love to have you on the team.

Responsibilities:

• Become a subject matter expert for all Vertafore products. Build strong knowledge on how the applications works, its underlying architecture and data relationships.
• Ensure high availability and performance of products to achieve the best customer experience.
• Act promptly to all incidents to prevent or minimize customer impacts.
• Take ownership of root cause analysis to resolve problems permanently.
• Be a liaison between customer support and other teams in the development organization.
• Build alerts for proactive monitoring.
• Automate support processes.
• Develop performance metrics based on requirements from resources within the chain of command.
• Write database queries for any support or project needs.
• Create runbooks that outlined support procedures.
• Collaborate with others to innovate and implement solutions to optimize product and team performance.
• Mentor other team members on application support as required.
• Lead or participate in projects as required.
• Communicate solutions effectively to technical and non-technical teams.
• Comply with standard processes and security policies when implementing solutions.
• Be on call as required.

Preferred Experience

• BS/MS degree in Computer Science, Engineering or established professional with relevant experience.
• Professional experience in a similar support role.
• Must have hands-on experience with Microsoft Windows, Microsoft .NET frameworks and Java.
• Coding and scripting skills such as programming using C#, PowerShell or other relevant languages.
• Experience Bash scripting and ability to navigate on Linux environment desired.
• Exposure to AWS, Kubernetes, containers, and microservices is a plus.
• Experience in writing database queries on SQL Server.
• Excellent troubleshooting skills. Great problem solver.
• Good understanding of reverse engineering discipline. Ability to simplify complex scenarios.
• Good documentation skills.
• Fast learner to take on new technology and new products.
• Able to meet deadlines with minimal supervision.
• Able to work in a team and fast tempo environment with minimal supervision.
• Good communication skills. Able to deliver the message effectively to a technical and non-technical audience.
• Able to comply with processes and procedures.
• Able to maintain professional composure in any situations.
• Must able to be on call. Flexible in working extended hours on occasions or as required.
• ITIL framework knowledge is good to have.
• Exposure in the insurance industry is desired but not mandatory.