Role overview:
The individual in this role will be responsible for developing, enhancing, and maintaining multiple applications and data products within the Staffing Systems ecosystem. This includes supporting real-time business operations, improving system stability, enhancing application features, analyzing business and data requirements, and collaborating closely with cross-functional technical and business teams. The role also involves proactive communication with stakeholders and ensuring reliable service delivery across platforms.
Service Delivery
- Triaging incoming application-related issues, categorizing them accurately, assigning appropriate priorities based on business impact, and maintaining up-to-date ticket information.
- Escalating complex or high-impact issues to L2/L3 engineering teams or development squads after performing initial analysis.
- Working on enhancements and production fixes.
- Providing first-level troubleshooting and operational support for applications, addressing user queries, clarifying usage instructions, and assisting with product functionality questions.
- Updating internal documentation, maintaining runbooks, and creating knowledge base articles, FAQs, and troubleshooting guides for supported applications and data services.
- Collecting and presenting application performance metrics, user feedback, pipeline health, and system reliability data through dashboards and reports.
- Collaborating with development, data engineering, and operations teams to continuously improve application features, data pipelines, support workflows, and user experience.
- Maintaining the Jira backlog for assigned applications, ensuring tickets are refined, prioritized, and aligned with business goals.
Expectations
- Lead the onboarding process for new applications, integrations, data pipelines, or major feature updates, including requirement analysis, planning, and knowledge transfer.
- Maintain ongoing communication with product managers, engineering teams, and stakeholders to ensure alignment of support processes and feature development.
- Propose and implement process improvements or kaizen initiatives to enhance system reliability, operational efficiency, and user satisfaction.
- Contribute to automation initiatives to reduce manual operational work across application support, deployment, and data workflows.
- Participate in internal service center operations and collaborate with internal stakeholders across global time zones.
Requirements
- Ability to quickly understand new business processes, system architectures, and application/data workflows.
- Strong communication and collaboration skills to work effectively with cross-functional engineering, product, and operations teams.
- Flexibility to adapt to changing priorities across multiple applications and data products.
- Proficiency in English reading and writing.
- Familiarity with application lifecycle management, ticketing systems (e.g., Jira), and structured troubleshooting processes.
- Understanding of business analysis principles or equivalent methodologies for application and data pipeline management.
- Excellent verbal and written communication skills for documentation, stakeholder interactions, and reporting.
Technical Skills Core Requirements
- Application Development & Maintenance (Jigsaw Platform)
- Ruby, Ruby on Rails, Puma, Nginx
- Java, Spring Boot
- React, JavaScript, TypeScript, Node.js
- PostgreSQL
- Pulumi, Docker
- Amazon ECS, Amazon Lambda
- CircleCI
- Staffing Data Product / Data Pipeline
- Python, Java
- GCP IAM, GCP BigQuery, GCP Cloud Run, GCP Cloud Functions
- CircleCI
- Nice-to-Have Skills
- Strong ability to understand and address real user needs and business workflows.
- Ability to work effectively in a fast-paced environment with shifting priorities.
- Prior experience supporting or developing multiple applications or data systems simultaneously.
- Knowledge of basic debugging, log analysis, and issue resolution in distributed systems.
- Experience with RESTful API design and integration.
- Familiarity with infrastructure-as-code tools such as Terraform or Pulumi.
- Exposure to AWS and Google Cloud Platform technologies
