Senior Operations Engineer

Provide technical and operational support to enterprise customers by resolving product-related issues and delivering high-quality customer experience.

Mentor Product Support and Product Operations teams, collaborate with Implementation and Development teams, and support release activities through testing, validation, performance analysis.

Collect, analyze, and document critical information required for accurate problem diagnosis and resolution.

Conduct remote troubleshooting, root cause analysis, and issue reproduction in test environments.

Create and maintain technical documentation, knowledge base articles, and operational procedures.

Develop custom utilities and workarounds for critical issues as needed.

Deploy and manage Edifecs applications on Kubernetes and AWS to support enterprise cloud environments.

· Provide technical and operational support to enterprise clients for product-related issues.

· Respond to customer inquiries via email and phone promptly and professionally.

· Host online troubleshooting and investigation sessions on customer production environments.

· Collect and document all necessary problem details to drive effective resolution.

· Successfully reproduce customer-reported issues in controlled test environments for root cause analysis.

· Develop custom utilities, workarounds, and new solutions to resolve critical issues and improve product functionality.

· Deploy and manage Edifecs applications on Kubernetes and AWS to support enterprise clients' cloud infrastructure needs.

· Implement fixes for defects identified during troubleshooting or reported by customers.

· Assist Product and Development teams with performance analysis, functional testing, and validation during release cycles (service packs, hotfixes, etc.).

· Partner with Product Implementation and Development teams to address complex issues and ensure smooth product delivery.

· Collaborate virtually with other Product Operations staff to ensure seamless teamwork and knowledge sharing.

· Provide mentorship and task guidance to Product Support and Product Operations teams.

· Deliver a consistent, responsive, and positive customer experience in every interaction.

· Complete all responsibilities as outlined on annual Performance Plan. · Complete all special projects and other duties as assigned. · Must be able to perform duties with or without reasonable accommodation.