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Lead Support Engineer

Company: Shutterfly
Location: Greenville
Posted on: September 13, 2019

Job Description:

Shutterfly is seeking a Lead Support Engineer to lead the production support efforts of the SBS Transactional Tech Services team. This role will be responsible for heavy technical support, project development, and proactive analysis of processes and systems.

Ideal role split: 50% Technical Support, 40% Project Development, 5% Release Management, 5% Employee Management


--- Provide excellent support for highly complex technical issues and initiatives related to large-scale applications, systems, databases and/or other technical products and services

--- Design and deliver efficient solutions for committed project work

--- Assist in the performance of release management duties for all deliverables

--- Own and manage the production support backlog

--- Perform regular proactive analysis of systems to determine single points of failure and other high-risk situations

--- Evaluate service level agreement criteria, identify gaps in current technology process and recommend changes to assure SLAs can be supported

--- Lead triage, investigation, and immediate resolution of high priority incidents

--- Lead root cause analysis and resolution efforts

--- Manage and mentor production support staff of varying experience levels

--- Assist in the development of FAQs, Help Guides, system training materials, and system user documentation to support implementation activities

--- Create data standards to ensure high-quality operations

--- Create, implement, and maintain disaster recovery and business continuity plans

Required Qualifications

--- Strong written and verbal communication skills, with both technical and non-technical people

--- Strong organizational and troubleshooting skills with strict attention to detail

--- Strong leadership skills

--- Must have positive, Can Do! attitude

--- Bachelor's degree in Computer Science or Engineering or an equivalent combination of education and work experience may be taken into consideration in lieu of a degree

--- Experience working in the healthcare/health insurance industry

--- Enthusiastic ability to problem-solve complex issues

Keywords: Shutterfly, Greenville , Lead Support Engineer, Engineering , Greenville, South Carolina

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