Application Support Engineer

Cradlepoint is seeking a customer-focused Application Support Engineer with a strong background in solution delivery, support, and operations. In this role, you will be involved in all phases of the application lifecycle, including patching, upgrades, troubleshooting, and maintenance. You will be a key player in ensuring the continued operability and performance of our software solutions, contributing directly to meeting our customers SLAs and KPIs.

What You Will Do: Key Responsibilities

• Be responsible for the coordination, management, and execution of proactive and reactive maintenance activities that require a higher level of support.
• Provide support for Change Introduction impact analysis, ensuring smooth transitions.
• Able to investigate, debug, and reproduce issues, provide effective fixes and workarounds, and verify changes to ensure continued operability of the software solution.
• Contribute to meeting the SLAs and KPIs as applicable for our customers, ensuring high service quality.
• Handle calls/bridges for ongoing issues and provide timely updates to all stakeholders on progress, analysis, and resolution.
• Be part of our shift roster to cover operational needs and ensure 24/7 support availability.

What You Will Bring: Required Qualifications

• Degree in Software Engineering or a similar field.
• Solid Linux/Unix handling knowledge.
• Proficiency in Scripting (e.g., Shell, Python, Ansible).
• Experience in container technologies (e.g., Docker/Kubernetes).
• Able to perform standard configurational changes and regular application upgrades using SOP/MOP (Standard Operating Procedures/Methods of Procedure).
• Knowing or having a background in service operations (problem, event, incident management) and service transition (change and knowledge management).
• Fluent in spoken and written English.
• Exceptional communication skills, both written and verbal.
• Excellent active listening skills.
• Flexible and adaptable; able to work effectively in ambiguous situations.
• Strong problem-solving and root cause identification skills.
• Must be a team player and able to work collaboratively with and through others.

Meritorious Skills (Nice-to-Have)

• Knowledge on Grafana, Elastic Search.
• Oracle database experience.
• Demonstrated ability from working in Mobile Commerce, online banking, or the IT area of the financial sector.
• ITIL processes knowledge.