Senior Production Support Engineer (App/Cloud)

Contour is building the new trusted, network for global trade. Backed by the world’s largest trade banks, Contour’s unique approach of industry-wide collaboration and blockchain technology will digitize the existing, manual, paper-based processes and create new opportunities. Reporting to the Support Manager, the Production Support Engineer will be responsible for onboarding and supporting our global client base and the cloud-native technology that underpins it. The unique challenges of blockchain, cloud, industry-wide transformation, and a new fast-growing team make this an exciting and empowering role with a great future.

Key Responsibilities:

• Form part of the global support desk team to resolve application and technical issues faced by our clients, resolving issues promptly and to high standards.
• Monitor our Cloud services and work with our DevOps team to resolve issues promptly and identify areas for improvements.
• Work with product teams to review upcoming changes, assess customer impact, train customers were necessary, and support the rollout of new releases.
• Continually optimize our features and processes to reduce support issues and deliver excellent customer service where we are needed.
• Leverage your previous experience and technical ability to develop scripts and improve documentation to improve the overall user experience and reduce future issues
• Be empowered to drive change throughout the organization

Job requirements

• Minimum of 5 years in technology/software service management team as an L2/L3 analyst
• Flexible to work shifts as we build out the team to service our global client base
• Excellent problem-solving skills and a passion for great customer service
• Strong technical skills (Java, Sprint, React, Cloud (Azure/Aws), SQL Server, Unix, Networking)
• Hands-on experience in technical support and incident management with any certifications a plus (eg ITIL)
• Experience with cloud and infrastructure monitoring is a plus.
• Strong, positive energy, with a desire to learn and improve.
• Proven experience in improving a team’s tools and processes
• Excellent written and verbal communications
• A strong work ethic and ability to navigate and thrive in a fast-changing environment

Why Join Us?

• Experience fresh, exciting daily challenges as we reshape a legacy industry
• Work in a fast-paced, highly collaborative and high calibre team
• Enjoy opportunities to take on a broad range of roles as the company grows
• Experience freedom in how you achieve your goals and your working practices
• Collaborate with a broad range of stakeholders