Senior Software Support Engineer

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

The Senior Software Support Engineer is responsible for the availability, health, and support of production applications on midrange and in PaaS environments on premises or cloud based.

Location

This is a work from home position from anywhere within the US. 

The Main Responsibilities

• Establish and implement standards for production application monitoring regarding availability, performance, workload, and infrastructure resilience, especially in a multi-cloud environment including AWS, AZURE, and GCP.  Proactively ensure day-to-day health of the applications and address anomalies.
• This position requires that the individual lead efforts to perform analysis during outage situations and application issues.  Investigate issues and troubleshoot incident or major incidents affecting the applications, minimizing user impact and downtime.
• Engage cross-functional application development and infrastructure teams to assist in determining root cause and countermeasures.
• Coordinate with application development teams regarding implementation of upcoming releases involving code and/or configuration changes.  Identify and address monitoring, process, documentation, and infrastructure needs associated with planned application changes.  Understand and adhere to standard change and incident management processes.
• Establish and maintain operational documentation for production applications and coordinate with infrastructure teams regarding upcoming maintenance activities involving servers, storage, databases, network, security, application platform/framework, etc.  Proactively identify areas of opportunity for process improvements, training and learning activities.
• Provide guidance and respond to general production support questions, issues, and resolutions.
• Drive cleanup and efficiencies within the scope of production support.

What We Look For in a Candidate

• Strong, independent performer able to work confidently and proactively in a fast-paced environment.
• Working knowledge of general operating systems such as Windows, Unix, and Linux. Experienced with supporting applications in cloud environments including AWS, AZURE, and GCP.Technical understanding of middleware components and infrastructure in the environment.
• Familiarity with applications involving Kubernetes, Docker, Tomcat, Apache, Wildfly, JWS, EAP, FUSE, and WebLogic.Familiarity with applications involving IIS, .NET Framework, and .NET Core.  Experience with PowerShell and PowerShell scripting. Knowledge of tools such as AppDynamics, Zabbix, BigPanda, ServiceNow, Dimensions, GitHub, Nexus, Morpheus, Microsoft Teams, Excel, SharePoint, etc. Strong verbal and written communication skills.
• Strong sense of ownership, urgency, operational excellence, and customer focus.  Strong trouble shooting skills to independently perform analysis and support of complex midrange applications. Ability to multitask and manage multiple projects and efforts at the same time.  
• Experience working projects with both onshore and offshore resources.
• 7+ years of Production Support experience. 5+ years managing production and maintenance type projects.

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location Based Pay Ranges

$82,969 - $110,625 in these states: AL  AR  AZ  FL  GA  IA  ID  IN  KS  KY  LA  ME  MO  MS  MT  ND  NE  NM  OH  OK  PA  SC  SD  TN  UT  VT  WI  WV  WY 
$87,117 - $116,156 in these states: CO  HI  MI  MN  NC  NH  NV  OR  RI 
$91,266 - $121,688 in these states: AK  CA  CT  DC  DE  IL  MA  MD  NJ  NY  TX  VA  WA 

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

Learn more about Lumen's:

Lumen Benefits

Bonus Structure

Requisition #: 336611

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.