Staff Operations Engineer

Job Summary

At HMH we are looking for experienced Staff Operations Engineer to join our team of support professionals in our Tier 3 customer support team. This is a team of engineers and operations specialists, within our Technology Solutions Group, working alongside software development, QE and Data Science teams.

We are looking for candidates who have a strong technical background, and a customer-focused approach to managing and solving problems for our customers. Working in a customer issue support team, you will focus on:

• Tools app development for our customer support platform
• Application issue triage root-cause investigation
• ETL, cross-DB data analysis scripting
• App log tracking, app monitoring and performance analysis
• Working across engineering development teams to identify key trends and help develop solutions to known problems.

Responsibilities

The Senior Support Engineer is the primary owner for support of our key platform applications, working with a diverse Software Development organization comprising onsite development staff and offshore support teams. We expect you to interface directly with development and support teams, and operate independently in that environment, as well as working with our customer-facing teams to ensure we provide a responsive, reliable support service.

Requirements

• Educated to Associate Degree level
• 8 to 14 years of experience in an Engineering environment. Experience in software development application support
• Experience in software and/or database development:
  • Required:
    • React, Next.js, JavaScript, TypeScript, Python, PostgreSQL and/or MySQL
    • Strong understanding of APIs, including how applications integrate with and consume APIs
    • Hands-on experience deploying applications and supporting/managing them in deployed environments
  • Desirable:
    • Experience with Kubernetes and/or GitHub Actions, including CI/CD and deployment workflows
    • Experience with Java or Java frameworks, would be an advantage working alongside Java development and maintenance teams
• Strong understanding of modern web application development, including component-based frontend development, APIs, system integrations and modern application architecture
• Familiarity with containerised applications and modern software delivery practices
• Experience working with Agile, Kanban and/or ITIL processes and tools such as Jira and Confluence
• Familiarity with AI tools and concepts used within the software development lifecycle