The Senior Support Engineer is responsible for delivering Standard and Custom CAS Packages for secure NS2 Cloud Customers.
Ability to own, lead and coordinate operational tasks.
Deep dive on issues, with ability to perform root cause analysis for critical customer support issues and communicate complex recommendations to customer leadership.
Mentor and guide junior members of the team.
REQUIRED EXPERIENCE
U.S. Citizenship required.
Bachelor’s degree in Engineering, Management Information Systems, or Science (Mathematics, Computer Science, Chemistry, Physics, etc.).
Independently lead and deliver Performance Management testing engagements.
Excellent knowledge of SAP Performance Optimization, SAP testing best practices, and/or Root Cause Analysis.
Ability to optimize system performance at the following points:
End to End response time.
Sequential Roundtrips between the front end and application layer.
CPU time and Memory Consumption.
DB request time.
Data volume transferred between the front end and application layer.
Assist in issue remediation, including:
System configuration and parameter changes.
Database configuration updates and indexing.
Application of technical notes.
Workload and work process balancing.
Use Customer core business processes to create a business centric load scenario for baselining and execution of load test execution.
Provide customer recommendations in line with SAP Best practices as well as analysis of end-to-end response time.
Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests.