Enterprise Support Engineer
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Job Description
Enterprise Support Engineer resolving complex production issues across LexisNexis Risk Solutions’ financial crime compliance platforms. Troubleshooting applications, Kubernetes, cloud infrastructure, databases, and integrations.
Responsibilities:
- Own assigned customer support cases from intake through resolution, including accurate logging, prioritization, status updates, customer communication, and SLA adherence
- Analyze application and container logs, platform events, configuration files, environment variables, secrets, data feeds, database records, API responses, deployment artifacts, and system behavior
- Troubleshoot Kubernetes and OpenShift resources, including pods, deployments, services, ingress or routes, namespaces, ConfigMaps, secrets, persistent volumes, probes, resource limits, image versions, networking, and scaling behavior
- Diagnose issues spanning Java web applications, REST APIs, databases, messaging middleware, object storage, authentication and SSO, TLS certificates, cloud infrastructure, and customer integrations
- Distinguish among product defects, environmental issues, configuration errors, resource constraints, data problems, and integration failures using evidence-based root-cause analysis
- Correlate logs, metrics, events, traces, timestamps, transaction IDs, request IDs, pod names, service names, configuration, and customer-reported symptoms
- Perform issue reproduction, hypothesis testing, defect validation, and technical troubleshooting activities
- Collaborate with internal teams and customers to drive issue resolution and continuous service improvement
- Manage severity, escalations, and SLA commitments
Requirements:
- Experience supporting, deploying, implementing, or troubleshooting enterprise web applications, preferably Java-based, in production
- Working knowledge of Linux or Unix and Windows environments, command-line diagnostics, system outputs, and deployment configuration
- Understanding of client/server and web application concepts, including HTTP/HTTPS, requests and responses, sessions, cookies, headers, HTML, CSS, JavaScript, connectivity, performance, and timeouts
- Hands-on experience with, or strong working knowledge of, Kubernetes and/or OpenShift, containers, registries, Helm, externalized configuration, persistent storage, service discovery, probes, resource management, and deployment troubleshooting
- Understanding of public, private, and hybrid cloud architectures, including Azure, AWS, Google Cloud, load balancers, DNS, private endpoints, firewalls, security groups, routing, managed services, and object storage
- Experience writing and debugging SQL and working with Oracle, Microsoft SQL Server, or other relational databases; understanding of schemas, tables, joins, keys, constraints, indexes, data types, and query behavior
- Working knowledge of REST APIs, messaging and caching technologies such as IBM MQ, Kafka, or Redis, and data flows across databases, queues, APIs, files, and object storage
- Familiarity with SSO, SAML, OAuth, LDAP, certificates, OpenSSL, TLS handshakes, authentication, authorization, tokens, and identity-provider integrations
- Knowledge of scripting languages such as Bash, PowerShell, Python, or Java and experience working with JSON, XML, YAML, CSV, deployment manifests, and data transformation concepts is beneficial
- Experience supporting regulated, financial services, financial crime compliance, transaction screening, or high-volume data platforms is valuable
Benefits:
- Country-specific benefits
- Disability and other accommodation support during the hiring process
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