Sr. Production Support Engineer

Company: Align Technology, Inc.
Location: San Jose
Posted on: March 20, 2023

Job Description:

Join a team that is changing millions of lives.Transforming smiles,changing livesAt, we believe a great smile can transform a person's life, so we create technology that gives people the confidence to take on whatever's next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Ourdiverseand collaborativeteams are constantly pushing the boundaries of what's possible.Ready to join us?About this opportunityAlign Technology, Inc. is looking for a Sr. Production Support Engineer in our San Jose, CA locations. This position will be responsible for providing Tier III support, troubleshooting, and solutions for the front-line support work groups such as Tech Support, Customer care, Distributors, and internal business units. The technical Support Engineer will develop a deep understanding of our applications and systems from a software point of view. In addition, this candidate will also need to have hands on knowledge of all the business process and flows. Candidate will work closely with the development, SQA, marketing, finance, and operational teams both domestically and internationally.In this role, you will---

• Provide Tier III support, troubleshooting, and solutions for the front-line support work groups.
• Develop a deep understanding of our applications and systems within Align.
• Work with developers to identify, troubleshoot and resolve technical problems.
• Address urgent issues efficiently, quickly isolate the root cause of an issue and provide work arounds as necessary.
• Document frequent issues into work instructions and follow up with customers for knowledge transfer
• Document required bug fixes, end-user feature improvements, and operations feature improvements.
• Document exceptions and fixes for inclusion into roadmap projects or mini-releases, and work with Systems Integration and Development to identify the correct release cycle.
• Provide feedback to product team and recommend training sessions of specific functions and/or processes.
• Work with global customers to troubleshoot and resolve complex software issues, replicating customer environments and network problems as needed.
• Ability to explain technical issues to a variety of audiences.
• Positive attitude and provide exceptional customer service.
• Share knowledge and mentor junior members of the team.
• Participate in UAT and Support Project releases
• Prioritizing Bug fixes and verifying the same
• Training Customer Care , Tech Support and External Partners
• Work with Monthly Quality MetricsIn this role, you'll need ---
  • Masters Degree in Computer Science or related field of study from a four-year college or university
  • 8+ years of experience with analysis, process improvement, and problem solving.
  • 5+ years' experience with application support in the following languages and frameworks such as Java, J2EE, XML, Javascript, Webservices, Spring and RESTful API.
  • Knowledge of relational databases (PostgreSQL, SQL Server, Oracle, MySQL) and ability to write SQL queries to retrieve data to analyze and support production issues.
  • Experience with Heroku platform and cloud environments (AWS, Azure) required.
  • Experience with Salesforce desired.
  • Experience with Atlassian Tool Stack (Jira, Confluence, Bitbucket) and Agile development methodologies
  • Experience with Splunk and any other application monitoring tools like Dynatrace, Newrelic
  • Knowledge of distributed systems and messaging architecture.
  • Deep knowledge of Internet technologies and protocols.
  • Monitor application performance and improve response times.
  • Strong analytical, problem-solving, collaborative and conceptual skills.
  • Solid written and verbal communication skills.
  • Strong debugging and troubleshooting skills, with an enthusiastic attitude to support and resolve customer problems.
  • Ability to work well under pressure in production support situations with limited supervision.
  • Good team player in versatile environment.Sound like a good fit?Great! Click the "Apply" link to let us know you are interested. Not the right fit? Don't worry,Alignis quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.About AlignAlign Technology is a publicly traded medical device company that istransforming smiles and changing lives. Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect. Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of AI and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners andOrthoCADdigital services. Did you know? Align is the world's largest manufacturer of custom 3D-printed materials.By joining Align, you will be part of a global, fast-growing company in one of the most dynamic industries. Great people, innovative technologies, and meaningful work - these are just some of thethingsemployees say make Align Technology a great place to work.We respect your privacy. Please reviewourfor additional information.Global Diversity Statement:At Align, we believe in the power of a smile, and we know that everysmile isas unique asour employees. As we grow, we will continue building a workforce of diverse cultural backgrounds and life experiences and fostering a cultureof open-mindedness and compassion forallouremployees. We live our company values by promoting healthy people and healthy communities. All with the intent of changing millions of lives, one unique smile at a time.Equal Opportunity StatementIt is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for positions with Align must be legally authorized to work in the country which they are applying for and verification of employment eligibility will be required as a condition of hire.#LI-SH1#LI-Hybrid Base Salary Range: 144538 to 168644 USD

Keywords: Align Technology, Inc., San Jose , Sr. Production Support Engineer, Engineering , San Jose, California