Enterprise Support Engineer

About the role

The Enterprise Support Engineer provides advanced technical support and engineering‑level investigation into complex production issues for LexisNexis Risk Solutions customers. This role owns cases from intake through resolution, performing deep troubleshooting across application, container, infrastructure, database, network and integration layers.

Key responsibilities

• Own assigned support cases, ensuring accurate logging, prioritization, status updates, customer communication and SLA adherence.
• Analyze logs, configuration files, environment variables, data feeds, API responses and deployment artifacts to diagnose issues.
• Troubleshoot Kubernetes and OpenShift resources, including pods, deployments, services, ingress, ConfigMaps, secrets, persistent volumes and scaling behavior.
• Diagnose problems in Java web applications, REST APIs, databases, messaging middleware, object storage, authentication/SSO, TLS certificates and cloud infrastructure.
• Perform root‑cause analysis, reproduce failures, validate fixes and communicate findings to customers and internal teams.

Required profile

• Experience supporting, deploying or troubleshooting enterprise web applications, preferably Java‑based, in production environments.
• Working knowledge of Linux/Unix and Windows command‑line diagnostics and deployment configuration.
• Understanding of client/server web concepts (HTTP/HTTPS, sessions, cookies, headers, performance, timeouts).
• Hands‑on experience with Kubernetes and/or OpenShift, containers, Helm, persistent storage and deployment troubleshooting.
• Familiarity with public, private and hybrid cloud architectures (Azure, AWS, Google Cloud) and related networking components.

Required skills

• Kubernetes, OpenShift, Helm
• Linux, Unix, Windows
• Java, REST APIs
• SQL, Oracle, Microsoft SQL Server
• IBM MQ, Kafka, Redis
• SSO, SAML, OAuth, LDAP, TLS/SSL
• Bash, PowerShell, Python