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Applications Support Engineer

Date: Jul 27, 2019

Location: Dublin, L, IE, D02 R590

Company: Houghton Mifflin Harcourt

Job Requisition ID: 15747

Additional Locations: 

  • Our Dublin office is based in Trinity Central, 152-160 Pearse St., Dublin 2.
  • Our city center offices are beside the back entrance to Pearse St Dart station. We’re close to all major transport links, coffee shops/restaurants/gyms and minutes from Stephen’s Green and the city center.

 

Who we are:

At HMH we’re a learning company. Our learning platforms serve millions of learners and educators.

We have interesting technical problems to solve, including how students interact with content from our Enterprise learning platforms, how it impacts learning outcomes and how we use data to drive results.  Having all of our applications supported and available is critical to our platform’s success.

 

Overall Responsibility:

This is not the usual support role. At HMH, our Support Ops team are an Agile group. We encourage our engineers to solve problems, not just resolve tickets, to eliminate manual processes and enable automated, guided solutions. Our team covers a broad range of platforms, applications, and digital content products.

Every day, you get to work with many different technologies, such as:

  • JavaScript Frameworks (Angular, React, NodeJS)
  • AWS big data toolsets (Athena, Redshift)
  • Cloud hosting
  • Databases etc.

 

This gives you plenty of variety in what you do, and you’re continuously learning and being curious.
We’re also big fans of supporting you to develop your own innovative ideas in the role e.g. using Python to automate solutions. 

Visit our HMH Engineering Blog - here

 

Primary Accountabilities: 
We use a vendor model for operational, repeatable work, and ask our full-time staff to do value-added, thought-driven work. Yes, you will help fix issues. However we also actively want you to think bigger, see beyond issues, and use technology in a smart way, to solve problems.

 

More specifically you will;

  • You will use your engineering skills to help our customers get the best out of our products.
  • Investigate problems with customer-facing and internal application teams. 
  • Network with our development & delivery teams to provide 3rd-level support for our enterprise platforms.
  • Build tools, applications and automate solutions, that help troubleshoot and solve large issues.
  • Manage & troubleshoot Customer rostering & assessment scoring problems on our learning platform.
  • Analyze weblogs to build patterns of usage – then automate them, to do this at scale.
  • Develop data & ETL solutions, handling ETL requests & processes.
  • Oversee the technical performance of our support vendors - to drive excellence and manage performance.

 

Education & Experience

Required:

  • A minimum of 3 years experience in Applications Support   
  • Tier 3 level support experience 
  • Experience using modern web technologies, e.g. JavaScript frameworks like React or Angular, NodeJS, HTML5.
  • Data experience – working with databases, ETL, working with data sets
  • Experience using a scripting language such as Python.
  • The right attitude – customer-focused, collaborative and communicative.

 

Preferred:

  • Big data principles and practice in AWS cloud – in addition to the above, would be a distinct advantage.
  • Experience in an agile development environment (not essential but a definite plus)
  • Previous exposure to working with Vendor Management (an advantage).
  • Baking skills optional.

 

We regret we cannot offer employment/work sponsorship 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

 

 

#LI-EM1 

 

 

 

 

ABOUT US:
Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom.  HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.

For more information, visit http://careers.hmhco.com  

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 employees.


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