Platform Support Engineer

The Platform Support Engineer at IntelyCare is responsible for leading the progression of platform concerns from their initial report to validation in production. This includes monitoring the workflow through development, QA, and ensuring successful deployment. You will collaborate with various teams to troubleshoot issues, develop SQL queries for diagnostics, and address ongoing concerns through maintenance APIs. Being proactive about past, current, and potential future issues is critical to keep the platform running smoothly and inform all necessary stakeholders.

To qualify for the Platform Support Engineer role at IntelyCare, candidates should hold a bachelor's degree in Information Technology, Computer Science, Data Science, or have equivalent professional experience. Additionally, a basic working knowledge of databases and SQL queries, familiarity with coding languages like Java, Python, and PHP, along with strong written and verbal communication skills are necessary. Experience with software development methodologies and tools is also beneficial.

The Platform Support Engineer position at IntelyCare is not remote. It is a hybrid role that requires you to work out of our Quincey, MA, office. This means that while some flexibility may exist, remote candidates will not be considered for this position as being present in the office environment is essential for collaboration and communication.

A Platform Support Engineer at IntelyCare should be familiar with popular software tools such as Outlook, Microsoft Teams, Zoom, Confluence, Zendesk, and Jira. Understanding platforms like iOS, Android, and AWS, along with having experience with Excel, will significantly enhance your ability to support our software efficiently.

The working environment for a Platform Support Engineer at IntelyCare is office and technical-based. You will frequently use computers, monitors, and other office equipment, which may involve fine manipulation. Maintaining good communication with team members is crucial, and you may occasionally need to lift items weighing up to 25 lbs. The role requires both sitting and standing at various times throughout the day.

When answering this question, focus on specific examples from your past roles where you successfully identified and resolved software issues. Highlight the steps you took, the tools you used, and any collaboration with team members that made the process smoother. Mention your thought process and how the resolution ultimately benefited the users.

Discuss your method for prioritizing tasks, such as evaluating the impact of each issue on users and the business. You might mention using a ticketing system, collaborating with team leads to assess urgency, and how successful resolution of high-priority issues can lead to improved efficiency.

Highlight your experience with writing basic SQL queries to gather data and diagnose issues. You can explain how you utilize SQL in your daily tasks and give specific examples of cases where it allowed you to solve crucial problems or improve processes.

Share a story where collaboration with developers was necessary to fix a critical issue. Focus on how you communicated the problem effectively, the steps you took together to find a solution, and the final outcome, emphasizing the importance of teamwork.

Discuss the resources you utilize to keep your knowledge fresh, such as online courses, webinars, blogs, or industry conferences. Mention how you apply new practices in your work and the benefits of continuous learning in your career.

Explain that assessing customer impact involves analyzing the scope of the issue and determining how it affects users. Discuss how you communicate this information to relevant stakeholders and prioritize fixes based on severity and number of affected customers.

When answering this question, detail any projects where you worked within an Agile framework. Discuss how Agile practices such as sprints, retrospectives, and adaptability have shaped your work habits and improved team collaboration and efficiency.

Mention the programming languages you're proficient in, such as Java, Python, or PHP, and relate them directly to how they are useful for diagnosing issues in the platform. Explain how understanding code can help you communicate more effectively with the development team.

Share an example where your proactive approach helped identify potential problems before they escalated. Discuss the methods you used to spot the issue, your rationale for taking action, and the ultimate outcomes that followed from your interventions.

Describe your strategy for translating technical jargon into accessible language for non-technical stakeholders. Mention the importance of clarity and the methods you use, such as visual aids or analogies, to facilitate understanding and maintain relationships.