Systems Support Engineer/Analyst (Web Applications and Databases)

We are looking for a Systems Engineer with a strong background in collaborating with development teams, data engineering teams, DevOps, product teams, and other support teams to resolve production issues on our supported products. In this role, you will provide technical support to clients, offering workaround solutions while development team works on a permanent fix. You will also be responsible for triaging issues and participating in bridge calls during high severity incidents.Applicants should have experience working closely with cross-functional teams and possess strong problem-solving skills. Effective communication and adaptability are essential, as you will collaborate extensively with the Moodys.com teams and other departments within the organization. Join us in building and enhancing our digital infrastructure, contributing to next generation of Moodys.com. Your expertise will play a crucial role in supporting the products and services offered on our platform.Responsibilities - Manage the case queue in Salesforce.com and ServiceNow, triage issues, fulfill requests, and communicate with internal teams as needed. - Participate in bridge calls for high severity issues, being available for paging-out situations. - Monitor AWS Synthetics Canaries alerts and other monitoring alerts, following run books to resolve platform performance issues. - Track tickets in JIRA for customer-reported bugs. - Take ownership of assigned projects, ensuring timely communication of updates to internal teams. - Join triage sessions with customers to address technical issues on the platform. - Document triage steps and instructions on the knowledge base for future reference and training purposes.

Qualifications - Bachelor's degree or equivalent, master’s degree is a plus, or equivalent experience. - 2+ years of technical support experience on web applications. - Self-motivated independent thinker. - Problem solver. - Excellent written and verbal communication skills, capable of communicating clearly to both technical and non-technical audiences at all levels of the organization. - Solid understanding of both relational and NoSQL databases. - Familiar within all phases of software development, working across Agile teams, product owners, and external stakeholders.

The Bonus Points - Prior knowledge of automating recurring tasks. - Experience with Python for analyzing data to manage data issues/requests. - Experience with JavaScript/ TypeScript.