Ubersmith

Responsibilities • Respond to and manage customer support requests via helpdesk tickets and other communication channels in a timely and professional manner. • Troubleshoot and resolve complex application, database, and infrastructure-related issues. • Monitor system and application health, proactively identifying and addressing potential issues. • Support deployments, upgrades, migrations, and environment configuration as part of Professional Services (PS) activities. • Develop and maintain a deep understanding of the application platform, including architecture, integrations, and deployment models. • Investigate, document, and clearly communicate defects, root causes, and technical findings to Engineering. • Log, track, and manage unresolved issues, coordinating internally, and maintaining transparent communication with customers. • Test, validate, and support new features, bug fixes, and releases. • Contribute to infrastructure automation, configuration management, and deployment pipelines. • Collaborate closely with Engineering to support platform reliability and continuous improvement. • Contribute to internal documentation, operational runbooks, and knowledge base articles. Skills and Experience Required • Strong analytical and problem-solving skills, with a customer-focused mindset. • Excellent verbal and written communication skills in English. • Ability to prioritize and manage multiple support and operational tasks concurrently. • Self-motivated, reliable, and comfortable working independently. • Working knowledge of SQL, including query writing and data analysis. • Experience with MySQL databases, including schema understanding and performance troubleshooting. • Knowledge of infrastructure automation and deployment tools such as Terraform and/or Ansible. • Hands-on DevOps experience, including CI/CD pipelines, environment management, and deployment workflows is desirable. • Solid understanding of Linux and Windows operating systems. • Experience working with JSON and rest APIs is desirable. • Python knowledge for scripting, automation, and tooling is desirable. • PHP experience is desirable. Qualifications • Bachelor’s degree in computer science, Information Technology, Engineering, or a related technical field, or equivalent practical experience. • 3+ years of experience in an application support, DevOps, SRE, or systems engineering role supporting production environments. • Demonstrated experience supporting customer-facing, business-critical applications.

• Respond to and manage customer support requests via helpdesk tickets and other communication channels in a timely and professional manner. • Troubleshoot and resolve complex application, database, and infrastructure-related issues. • Monitor system and application health, proactively identifying and addressing potential issues. • Support deployments, upgrades, migrations, and environment configuration as part of Professional Services (PS) activities. • Develop and maintain a deep understanding of the application platform, including architecture, integrations, and deployment models. • Investigate, document, and clearly communicate defects, root causes, and technical findings to Engineering. • Log, track, and manage unresolved issues, coordinating internally, and maintaining transparent communication with customers. • Test, validate, and support new features, bug fixes, and releases. • Contribute to infrastructure automation, configuration management, and deployment pipelines. • Collaborate closely with Engineering to support platform reliability and continuous improvement. • Contribute to internal documentation, operational runbooks, and knowledge base articles.