Senior Application Support Engineer | HAVI, US

GT was founded in 2019 by a former Apple, Nest, and Google executive. GT’s mission is to connect the world’s best talent with product careers offered by high-growth companies in the UK, USA, Canada, Germany, and the Netherlands.

On behalf of HAVI, GT is looking for a Senior Application Support Engineer, interested in joining a team of dedicated engineers.

Why we think you will love this role

You will be joining a team of dedicated engineers who value their community of knowledge sharing, communication, and growth. We encourage open dialogue between our people and you’ll have the opportunity to interface with your peers, leadership, and product teams daily. In this role, which is both technical and collaborative, you will make significant contributions to the success of our internationally popular promotional games – bringing smiles to faces around the world every day.

What you will bring

The experience and energy to roll up your sleeves and commit your excellence to a product, your team, and our customers. You will gain a deep understanding of our API-driven global promotions platform so that you and the Applications team are confident in ensuring the best quality, accuracy, and availability of the high-visibility games the system supports. This role also interfaces on technical subjects with internal stakeholders, external vendors, and clients for troubleshooting and general support. 

Responsibilities:

• Provide advanced application support for our promotion platform, addressing and resolving issues promptly to ensure optimal system performance. 

• Collaborate with the development team to diagnose and troubleshoot application-related issues, identifying root causes and implementing effective solutions.

• Gain a strong understanding of our platform capabilities so you may confidently interface with internal, vendor, and client technical teams for smooth integrations and troubleshooting.

• Monitor system performance and conduct regular health checks to proactively identify potential issues and areas for improvement.

• Lead incident response to ensure swift resolution of anomalies detected in internal platforms, downstream client environments, as well as partner systems.

• Ensure continuous up-to-date communication on incident response to key stakeholders

• Author official incident response reports providing an executive summary, a timeline of key moments, root cause analysis, and recommendations for system and process improvements to prevent a recurrence. Provide a walk-through of the report for the larger team and incorporate their feedback.

• Develop and maintain support documentation, including troubleshooting guides, FAQs, and system configuration details.

• Assist in the deployment of new releases and updates, ensuring smooth transitions and minimal disruption to services.

• Participate in on-call support rotations to provide 24/7 assistance as needed.

• Contribute to the continuous improvement of support processes and tools, leveraging feedback and data to enhance efficiency and effectiveness.

• Mentor and train junior support engineers, sharing knowledge and best practices to build a strong, capable support team.

• Responsible for configuring and maintaining cloud environments for application runtimes utilizing automated scripts to streamline deployment, scaling, and management processes, ensuring optimal performance and reliability.

Essential knowledge, skills & experience:

• 5+ years of professional experience as an Application Support Specialist, Software Engineer, DevOps Engineer, or equivalent.

• High level of comfort working on Linux from the command line.

• Skill with system scripting languages such as Python, Ruby, and bash/zsh.

• Strong understanding of HTTP & REST APIs, with knowledge of how to test using tools such as curl or Postman.

• Proficient in basic SQL, with the ability to execute standard SQL commands from the command line to satisfy ad-hoc support requests.

• Good working knowledge of cloud computing concepts.

• Strong understanding of AWS services and security best practices.

• Proficient in monitoring and diagnostic tools such as Grafana and Prometheus, with strong capabilities in setting up dashboards, interpreting real-time data, and implementing alerting systems for proactive incident management.

• Experienced with centralized logging systems such as Graylog or Loki, with strong skills in writing sophisticated queries to extract, analyze, and monitor log data for operational insig