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Applications Support Engineer

Date: Apr 16, 2021

Location: Dublin, D, IE, D2

Company: Houghton Mifflin Harcourt

 

Applications Support Engineer

A little about us as a team 

As a team we are Support Operations and we support all of HMH’s key learning platforms globally. We are passionate about delivering cutting edge technical solutions and we pride ourselves on always remaining dynamic and agile as we support our learning and education platforms. 

About the role 

We are looking for an engineer to join us. We are looking for a critical thinker, someone who gets a kick from solving problems and enjoys helping people. What people? Our over 50 million customers, teachers and & students across the globe.   

You will work with a diverse software engineering organisation - working in Support Ops you will triage & troubleshoot issues, handle data fixing and ETL (including large data sets), and potentially build apps & tools to automate processes. You will also provide decision-making information to business teams. Our organisation is global, headquartered in Boston, and you will work from our Dublin office (with a degree of flexibility, when we finally get back there). You will work with HMH teams and vendor teams both onsite, and around the world. 

Here is an overview of the skills and experience you would need to thrive in this role:

  • To hit the ground running in this role, we feel you would need a minimum of 3 years of experience in a software engineering environment, preferably with SaaS in the mix. 
  • Experience in triage & troubleshooting issues – we would like you to take the lead on resolution of key issues and use application knowledge to validate, prioritize and manage issue backlogs. Some familiarity with analyzing and troubleshooting packet capture logs & network issues would be very beneficial.
  • You take a customer-focused approach to managing and solving problems; you won’t do this alone, you’ll work with many folks to both find resolutions & help with responsiveness to issues across teams.  
  • Data queries & scripting - writing & running scripts on a range of data, in and from various databases, for issue resolution and for mining data to extract key info. 
  • You should also have experience working a wide array of technical issues across distributed teams and know when to take the lead, or when to delegate and lead from a distance. 
  • You should have experience in working in a diverse technical environment, not always in areas you are familiar with but using your strong problem-solving skills you can still achieve results.   
  • Communication, flexibility and good judgement are essential skills, as well as a desire to learn in a multi-platform environment. This is a hands-on operational role which offers the candidate an excellent opportunity to learn and grow in software support & lifecycle management, with exposure to a range of technologies. 
  • If you are motivated, and you get a kick from finding creative or innovative solutions to new and old problems alike, you will fit in well here. 
  • You are familiar with the principles of Agile software development and support.
     
    These are the tools we use, so to be successful you would need to know: 
  • Tools development for automation of support tasks, data extraction, data analysis etc. 
  • You don’t need to be a polyglot, but the more experience across these areas the better 
  • Javascript frameworks, PHP or Java, HTML5/CSS/JSON/XML 
  • We work with a lot of Data, so experience Data querying/manipulation with SQL is essential.
  • UI Front-end troubleshooting/debugging experience using developer tools and HTTP debuggers 
  • Scripting in Python, Bash or similar 
  • We work with server/application/browser logs & monitoring in tools like Datadog/ Kibana/ Runscope
     
    Nice to haves 
  • Experience with or an ability to contribute to the development of automation tools.
  • Experience in working in Cloud environments like AWS/Azure.
  • Used to using the tools of our trade - Jira, Confluence & MS Teams for collaboration, the likes of Github/Bitbucket as repositories.
  • An eye for spotting trends and correlations.
  • Some knowledge of BI tools would be a bonus, like MicroStrategy, Metabase, Tableau.
  • Technical vendor management – working with offshore teams. 
  • Working with Knowledge bases or KEDB’s. 
  • A sense of humour goes down well here too. 
     
    Qualifications 
    Educated to Associate Degree level (Computer Science or related discipline)
    OR relevant work experience.
     
    Benefits - What’s also in it for you?
  • We pay our engineers well.
  • Benefits such as
    • flexible start times, summer hours
    • bonus, pension, healthcare
    • tuition support
    • tax saver travel
    • paid maternity and paternity leave
    • HMH mentorship and more.
  • City Centre location, (beside Pearse St. Dart Station) - easy to get to by all public transport and you won’t be stuck for coffee or lunch options.
  • We warmly welcome diverse applicants for this role.
     
    Other Requirements:
  • Must be capable of sitting, standing, and walking for extended periods of time.
  • Might be in a stationary position for a considerable time (sitting and/or standing).
  • The person in this position needs to move about inside the office to access file cabinets, office machinery, etc.
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
  • Must be able to collaborate with colleagues via face to face, conference calls, and online meetings.
     
    Houghton Mifflin Harcourt is committed to a comprehensive policy of Equal Opportunities and we aim to create a workplace which provides for equal opportunities for all employees and potential employee.

 

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