Solutions Support Engineer

The Engineering Support team provides production engineering support and develops internal support tooling. In this role, you will troubleshoot complex production issues, monitor critical services, and build tools that improve operational efficiency. You will work closely with development and product release teams to coordinate fixes, validate changes, and ensure smooth, reliable deployments across our platforms.
Your Job duties will be as follows:

• Provide technical support and perform troubleshooting multiple products, features, and production services.
• Develop and maintain operations and maintenance tooling, primarily using Python, Java, Perl, shell scripting, and web technologies.
• Support software deployments in staging and production environments, validating changes before and after release.
• Design and build internal tools that improve operational efficiency and reduce manual effort.
• Produce system health and support status reporting using BI and data analysis tools.
• Own one or more digital products or platform components end-to-end.
• Coordinate customer notifications and incident workflows, ensuring SLA commitments are consistently met.
• Collaborate with a global support team on incident hand-offs, and contribute to a team knowledge base and shared skill set.
• Participate in an on-call rotation to support critical incidents outside business hours.
• Provide on-site support when required by the business or customer engagement.
• Define and implement the appropriate actions to provide timely workarounds that address customer needs.
• Determine the scope of development work required to resolve issue-related topics.
• Engage directly with customers to discuss alternatives and align on solutions for fixing issues and improving performance.
• Propose technical solutions and improvements to R&D.
• Escalate critical topics internally to management and R&D as needed.
• Liaise with third parties to discuss and coordinate potential solutions and fixes.

If you want this position to be yours, here is what we are looking for in a candidate

• 3+ years of hands-on experience with Linux/Unix systems administration; Red Hat Linux strongly preferred. 
• Solid understanding of relational databases and SQL; experience with PostgreSQL and MongoDB is a plus. 
• Experience with high-availability architectures, including load balancing, clustering, redundancy, and failover. 
• Familiarity with networking equipment such as switches, firewalls, and routers. 
• Experience with application/web servers (e.g., JBoss) is a plus. 
• Working knowledge of SMPP connections is a plus. 
• Strong knowledge of integration protocols such as SOAP, XML, and HTTP POST/GET. 
• Proficiency in shell scripting and comfort working with TCP/IP and protocol-tracing tools. 
• Solid general networking fundamentals. 
• Understanding of: 

• Cloud infrastructure (AWS) and hybrid/on-prem architectures.

• Container orchestration and microservices (e.g., Docker, Kubernetes, Helm).

• CI/CD pipelines and tools (e.g., Jenkins, GitLab CI/CD, ArgoCD).

• Monitoring & observability frameworks (e.g., Prometheus, ELK Stack, Grafana, Datadog).

• Networking and security principles, including firewalls, VPNs, load balancing, and identity/access management.

• Automation and Infrastructure as Code (IaC): Terraform, Ansible, Packer, etc.

• Operational resilience patterns: self-healing systems, blue/green deployments, failover strategies.

• Certifications in relevant areas are desirable, such as: 

• AWS/GCP/Azure Certified Solutions  

• Kubernetes Administrator (CKA) 

• ITIL Foundation

• Excellent customer service, communication, and stakeholder management skills, both written and verbal. 
• Proven ability to work independently as well as collaboratively within a team. 
• Strong multitasking skills and the ability to thrive in a fast-paced, dynamic environment. 
• Willingness to work a flexible schedule, including periodic on-call responsibilities. 
• Experience operating within a 24/7 production support environment. 
• Availability for occasional international travel. 
• Demonstrated commitment to operational excellence and continuous improvement. 
• Working knowledge of Java-based technologies. 
• Understanding of XML/SOAP, web services, workflow modeling, and web application development. 
• Ability to write intermediate-level SQL queries. 
• Composure and sound judgment under pressure or in high-stress situations. 

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Join our team Valid in a global position, by entering technological and innovative projects within multicultural and multidisciplinary teams.

We have flexible hours and a hybrid working from home scheme to improve the work-life balance of our employees.

 

Join this great team and be part of our story!

Valid creates an inclusive environment for all employees. We are committed to building a company that reflects the diversity of the world that means fighting for equal opportunities based on a responsible and inclusive management of its human team with actions as non-discrimination concerning sex, age, race, sexual orientation, religion, education, social status, culture, or special needs such as illness or disability.