Position - Senior Application Support Engineer
What We Do
As our name suggests, we're passionate about bringing our love of exceptional dining experiences and technological innovation together. That's why we unite top-tier technology, data, and food tech talent under one roof to bring restaurants and cloud kitchens into the future of food service. We are one of the few companies globally that is purpose-built from the ground up to cater to delivery-centric restaurants and cloud kitchens. Our product suite encompasses the entire end-to-end operations from dead generation, food aggregator integrations, in-kitchen operations, and last-mile delivery integration.
The Team
We're a dynamic team of engineers, data scientists, and industry leaders. We bring a fresh perspective - but at the same time, we're drawing on 100+ years of combined expertise spanning everything from data science and food technology to logistics and eCommerce platform development. We would love for you to be a part of the team that is transforming an entire industry.
Job Role:
- Acting as shift lead during shift hours -
a. Being responsible for production SAAS (Software as a service) related,
application platform issues in Amazon Web Services (AWS)
b. Managing/mentoring/training other junior shift members and/or new
hires.
c. Documenting and sending shift updates with resolved, ongoing, and pending
SAAS incident tickets.
- Querying, creating, modifying, and deleting database records in Mongo DB (Production, Staging, and Development environments) to triage, troubleshoot and resolve SAAS platform issues in Amazon Web Services (AWS).
a. Creating Master data in the database.
b. Modifying incorrect database entries.
c. Backing up and deleting stale entries.
d. Verifying configuration of partner companies and customer data.
e. Running queries to triage/troubleshoot SAAS outages and user requests
- Querying Amazon CloudWatch logs to identify and/or troubleshoot root causes or possible causes of SAAS outages, software bugs, errors, or application misconfigurations.
- Monitoring and resolving alerts received from
a. Amazon ECS (Elastic Container Services),
b. Amazon Fargate
c. Apache Kafka
d. Data Platform/warehouse
e. Slack
f. CPU Utilization
g. Memory Utilization, etc.
- Triaging/troubleshooting/replicating/resolving SAAS issues escalated by Partner Companies, Client services, Marketing, Customer Service, and other departments.
- Liaising and Escalating SAAS issues needing Software code changes, Bug fixes and all other out-of-scope tasks to relevant software engineering teams (pods) in Jira, slack, Microsoft Teams etc.
- Liaising with Scrum Masters, Software Team Leads, QA Engineers in outages and incidents related to the software application platform.
- Supporting and contributing to the high availability of the AWS SAAS platform with minimal downtime.
- Recommending corrective action during and after SAAS incidents. (Within SLA)
- Accessing and querying data payloads in Amazon S3 buckets and Amazon CloudWatch for troubleshooting/investigating. basic knowledge of Android mobile applications & IoT devices
- Accessing databases and tables through secure API (Application Programming Interface) tools such as Postman to triage/troubleshoot/resolve software application issues.
- Resetting credentials of partner admin accounts.
- Documenting/Implementing new Standard Operating Procedures (SOP) and updating existing ones in Confluence.
- Checking and verifying availability of SAAS integrations (belonging to third-party partner vendors)
- Changing configuration of vendor locations from one customer brand to another.
- Troubleshooting and verifying configurations of third-party logistic providers (3PL) -
a. For successful delivery of physical purchases by vendors and customers.
b. Successful receipts of payloads and customer orders.
c. Successful delivery of correct payloads and customer orders.
d. Verifying logs and payloads of inbound integrations
- Working on a roster basis covering regular & extended business times (United Arab Emirates time zone).
- Providing extended hours Application Support on weekends, public holidays and after hours as and when required.
What you need:
- The candidate will provide level 2 support for the cloud kitchen systems of Grubtech.
- Very good understanding of application system design, development, testing, deployment and maintenance.
- Great analytical, problem-solving and communication skills.
- Able to work flexible shifts
- Quick learner
- Experience in the maintenance of a knowledge base
Profile:
- Bachelor's degree in computer/Software Engineering or equivalent
- 3+ years of experience working in L2 Technical Support
- Basic skills in AWS, NoSQL databases, CRUD & REST operations
- Demonstrate empathy & basic understanding of client needs
- Experience in food industry software/applications will be an advantage
- Prior experience or knowledge of Programming Languages such as Java would be highly advantageous
- Can work under pressure and deliver to expectations
- Experience in remote working
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