Sr. Support Engineer

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Job Purpose: The Support Engineer Sr is a key contributor to the stability and resilience of production systems, providing expert-level support and rapid issue resolution. This role bridges technical operations and development, ensuring seamless software deployments and effective troubleshooting across environments. With deep cross-functional collaboration and 24/7 Tier 3 support responsibilities, the Support Engineer Sr plays a vital role in maintaining business continuity and system performance.

Essential Duties

• Lead the monitoring and management of support tickets, ensuring timely resolution, proactive escalation, and continuous improvement of support workflows and SLAs.
• Own the investigation and resolution of complex production incidents, performing root cause analysis and driving long-term corrective actions to ensure system reliability and performance.
• Oversee environment administration across the Software Development Life Cycle (SDLC), enabling seamless development, testing, and deployment through robust infrastructure support and automation.
• Design, develop, and maintain deployment and automation scripts, optimizing production workflows and reducing manual intervention through scalable solutions.
• Deliver advanced data analysis and reporting, generating actionable insights for internal stakeholders and external clients to support strategic decision-making.
• Author and maintain comprehensive runbooks and operational documentation, ensuring clarity, consistency, and readiness for incident response and routine procedures.
• Coordinate installation and configuration of hardware, operating systems, and software applications, ensuring alignment with enterprise standards and performance requirements.
• Document and maintain system architecture, implementation plans, and technical workflows, supporting transparency, scalability, and cross-functional collaboration.
• Lead efforts to identify, assess, and remediate security vulnerabilities, ensuring compliance with regulatory standards and safeguarding system integrity.

Knowledge, Skills, and Abilities:

• Extensive experience with Linux/Ubuntu systems and command-line operations
• Strong understanding of networking protocols including DNS, TCP/IP, OSI model, and load balancing
• Create comprehensive documentation and deliver training to support and Tier teams
• Analyze system logs, error messages, and network traffic to identify and resolve root causes

Minimum Qualifications:

• High school diploma or GED
• 5+ years of professional experience in IT operations

Preferred Qualifications:

• Advanced knowledge of and expertise in managing Snowflake
• Strong understanding of relational (SQL/PLSQL) and non-relational (NoSQL) databases
• Advanced knowledge of automated software deployment methodologies and tools (e.g., Git, SALT)
• Advanced Linux expertise including CLI, filesystem management, and system diagnostics
• Advanced experience with Java application environments including Apache, Tomcat, JBoss, and NGINX
• Advanced knowledge of networking protocols including DNS, TCP/IP, and load balancing
• Proficient in ELK Stack (Elasticsearch, Logstash, Kibana) for monitoring and log analysis
• Working knowledge of Python
• Working knowledge of Postgres
• Proactive monitoring to identify and resolve potential issues before they impact performance.
• Security - Minded with a strong focus on protecting infrastructure and data integrity.
• Process-oriented with the ability to create and follow efficient, repeatable systems
• Detail-oriented to accurately document and execute procedures. Accuracy in documentation and execution of procedures.
• Collaborative mindset to work effectively with internal teams and align with company strategy.

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
• Occasionally, this position may need to reach, stoop, or kneel.

Salary and Benefits:

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $109,264.77 - $124,561.83 per year
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

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Equal Employment Policy:

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.