Support Engineer

About the role

Vendavo is seeking a technical Support Engineer to manage complex enterprise software issues for our global client base. You will investigate application, database, and performance problems while collaborating with internal engineering and operations teams to deliver resolutions. This role requires a professional who can maintain clear communication with customers while navigating intricate technical environments.

Key facts

What you'll do

• Resolve customer-reported application errors, functional failures, and performance issues.
• Troubleshoot data processing, batch jobs, reporting, and search functionality.
• Analyze Java stack traces, application logs, and server logs.
• Investigate Oracle SQL queries, database objects, indexes, and blocking sessions.
• Reproduce issues in non-production environments to determine root causes.
• Communicate investigation updates, workarounds, and resolutions to customers.
• Escalate software defects to Product Engineering with detailed technical findings.
• Coordinate with Cloud Operations and database teams on infrastructure and deployment issues.
• Create Root Cause Analysis reports and internal knowledge documentation.
• Manage case queues to meet service-level targets and participate in priority incident calls.

Requirements

• 2 to 4 years of experience in enterprise software support or technical troubleshooting.
• Proficiency in Java, Java EE/J2EE, JDBC, and Java-based applications.
• Strong working knowledge of Oracle Database and SQL.
• Experience with Linux/Unix commands and server-level troubleshooting.
• Familiarity with application and web servers such as Apache Tomcat, WebLogic, JBoss, Apache HTTP Server, or Nginx.
• Understanding of REST/SOAP web services, XML, JSON, HTTPS, and authentication.
• Experience with case-management and monitoring tools like Salesforce Service Cloud, Jira, Confluence, Grafana, Graylog, or Splunk.
• Ability to work EMEA support hours, including weekend or on-call rotations.
• Excellent verbal and written English communication skills.

Nice to have

• Bachelor degree in Computer Science, Information Technology, or Engineering.
• Experience supporting large-volume data processing or analytics applications.
• Background in troubleshooting custom scripts or configurations.
• Familiarity with AWS or cloud-hosted enterprise environments.
• Understanding of ITIL incident and problem management practices.

Skills & tools

• Java, Java EE, JDBC, Oracle SQL, Linux, Unix, Apache Tomcat, WebLogic, JBoss, Nginx, REST, SOAP, XML, JSON, Salesforce Service Cloud, Jira, Confluence, Grafana, Graylog, Splunk.

Practical notes

• Benefits include competitive pay and bonus, health insurance (7 lacs coverage for self, spouse, children, and parents), group term insurance, and group personal accident coverage (up to 3x annual CTC).
• Leave policy includes 18 vacation days, 15 days of sick/casual leave, 12 wellness leaves for women, 26 weeks of paid maternity leave, 1 week of paid paternity leave, and 16 hours of paid volunteer time.
• Additional perks include 4 quarterly recharge days, wedding and newborn gift allowances, and a high-end laptop.
• EMEA and California residents should review the company privacy policy regarding applications.