Support Engineer Legacy.Com
Chicago, IL

Job Description

Company and Opportunity

Legacy.com is the place where life stories live on. We are the leader in online obituaries; a top-50 website in the United States, and a destination for over 40 million unique visitors each month. Founded in 1998, Legacy.com is honored to help consumers express condolences, share direct support for families, and celebrate the people who have touched their lives. We continue to broaden our offerings in our mission to help people seeking information and guidance on all aspects of end-of-life. Our leadership is actively investing in the growth of the organization, expanding our business model and helping more people as our culture's relationship with end-of-life evolves. Our vision is to become a full-service end-of-life and memorialization resource.

Position Overview

The Support Engineer is part of the team responsible for operational support of technology solutions at Legacy.com. Using a combination of internal tools, consumer-facing applications developed in-house, commercial and Open Source software, this position is both an operator of the technology platform and a provider of internal technical support. The Support Engineer plays a key role in the internal adoption of technology solutions throughout the company by developing ongoing documentation, creating processes, developing Service Level Standards and analyzing performance metrics.

Responsibilities

* Operate internal tools and applications to complete day-to-day platform operational tasks.
* Assist in technical support of problem resolution or product implementation for all Legacy.com applications (both third-party applications and those developed internally).
* Assist with quality assurance tasks, including testing, to ensure quality software delivery.
* Maintain, implement and document information, policies and procedures for supporting applications.
* Troubleshoot and problem solve ongoing operational issues in all environments, escalating issues as necessary to the application owners.
* Maintain platform credentials and monitor usage to ensure compliance with security policies and procedures.
* Share domain and technical expertise, providing technical mentorship and cross-training to peers and team members.
* Flexible to work off-hours, as required.

Required Skills

* Strong problem-solving skills with the ability to quickly and efficiently pinpoint and resolve problematic system issues.
* Excellent written and verbal communication skills with a desire to work with both developers and operations staff.
* Excellent project management, organizational and analytical skills.
* Strong multi-tasking abilities and attention to detail to produce high quality of work.
* Excellent time management skills with the ability to determine and set task and project priorities.
* Strong SQL skills and basic knowledge of HTML, CSS and JavaScript.