Technical Support Engineer - Performance

Rose's Agency - Orlando, FL

Full-time - Entry Level

Orlando, FL

Administrative and Support Services

About the position

As a Technical Support Engineer - Performance at Rose International, you will play a crucial role in ensuring the optimal performance and availability of client platforms. This position is designed for individuals who are passionate about technology and customer service, and who possess a strong technical background in performance diagnostics and optimization. You will be responsible for identifying and remediating outages, as well as enhancing performance metrics using advanced tools such as Big Data, Splunk, and Grafana. Your expertise will be essential in mapping out metrics related to transactional throughput, memory usage, CPU load, job processing, and disk utilization. In this role, you will utilize your database optimization skills to directly tune databases, add necessary indexes, maintain tables and data, and analyze execution plans to recommend better-formed queries. You will also review JavaScript and Java application code to identify and rectify performance concerns. As a bridge between customers and various internal teams—including Development, Infrastructure, Networking, and Hardware—you will reproduce performance issues and conduct root cause analysis to ensure swift resolutions. This position requires a strong commitment to quality and customer service, as you will be the last point of escalation within the technical support department. Your ability to quickly understand the client platform and communicate effectively with both technical and non-technical stakeholders will be vital to your success. This is a customer-facing role, and thus, strong interpersonal skills are as important as your technical expertise.

Responsibilities

• Manage and resolve challenging performance issues for the Technical Support team.
• Act as the last point of escalation within the technical support department.
• Utilize tools like Big Data, Splunk, and Grafana to map out performance metrics.
• Tune databases, add indexes, and maintain tables and data for optimization.
• Analyze execution plans to recommend better-formed queries.
• Review JavaScript and Java application code to identify performance concerns.
• Bridge the gap between customers and internal teams to reproduce performance issues.
• Conduct root cause analysis for performance degradation.

Requirements

• Bachelor's degree or significant equivalent experience.
• Strong personal commitment to quality and customer service.
• Experience with relational databases (e.g., MySQL, Oracle).
• Java experience with the ability to read and understand object-oriented design principles and memory management.
• Experience in one or more scripting languages, preferably JavaScript, with knowledge of Python or Perl as a plus.
• Advanced Unix/Linux experience.
• Ability to analyze Java heap dumps and thread dumps.
• Working knowledge of web application stack components.
• Experience diagnosing performance degradation, including explain plans and database tuning.
• Strong communication skills and a commitment to teamwork.

Nice-to-haves

• Understanding of Web Services, JDBC, ODBC.
• Understanding of TCP/IP and Networking knowledge.
• Experience with Splunk.
• Understanding of remote administration via SSH, SNMP, WMI, PowerShell.
• Fundamental understanding of ITSM, ITIL, and/or CMDB.

Benefits

• Details on employment benefits can be found on the company's website.