The position has the responsibility for researching, troubleshooting and supporting multiple clients applications located in LATAM region who uses a wide brand of technologies and environments. The role of **support Engineer** requires the expertise and skills to diagnose serious issues and provide exceptional support for mission-critical applications as part of Platform Services Team. **Essential Responsibilities** + Maintain essential IT operations, including Unix/Linux operating systems, Messaging middleware (MQ), Databases, Application and Web servers. + Manage, facilitate and own product support requests through consistent, positive and proactive IT methodologies using ticketing system + Troubleshoot, research, analyze and work with appropriate resources to solve problems + Identify and escalate situations requiring urgent or additional attention + Judgment must be used in prioritizing client requests and managing escalation workflow. + Complete work on assigned projects to supervisor's satisfaction on time. + Be on the rotation schedule for after-hours emergency support + Assist in testing during the rollout of new features product upgrades + Create product how-to documents, tutorials using tools such Wiki and Collaborate + Document any feature enhancement requests or ideas that will increase the productivity of the product offering for the chapter + Solve complex customer issues using methodical troubleshooting. + Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high quality customer experience + Support client customizations, sharing implementation and best practices advice + Able to Troubleshoot and debug SQL/PLSQL code and shell scripts as well. + Create scripts to identify, analyze and correct platform issues + Own, build, administrate and maintain cloud development, production and business infrastructure and services + Use automation tools and scripting to automate process of building and maintain infrastructure and services. + Able to operate effectively, even when things are not clear, or the way forward is not obvious + Create and keep up to date monitoring, alerting and reporting for infrastructure and services. + Adept at learning quickly, applying insights from past efforts to new situations. + Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours + Collaborate with team members in a virtual team environment to extend field experience to different client situations + Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience + Other job related duties and responsibilities may be assigned from time to time **Soft Skills and Expectations** + Focus on customer support and the ability to build successful working relationships with Clients + Excellent interpersonal, presentation and communication skills, verbal & written. + Extreme focus on Client satisfaction and client relationship management + Exceptional verbal and written communication. + English Language skills, both written and verbal are a must + Ability to work calmly and professionally in high pressure situations + Attention to detail and the ability to learn quickly + Must be extremely comfortable interacting with customers + Must have strong problem solving and troubleshooting skills. + Must be able to learn new software products and embrace new technology. + Trustworthy, reliable, and dependable. + Positive team player. **Basic Qualifications** _Middleware_ + 3+ years’ of experience on multiple platforms, web servers and application servers (IIS, APACHE, J2EE, WEBLOGIC, WEBSPHERE WASND) + 3+ years’ Experience administering SSO products (AD, SiteMinder, etc.) + Installing, configuring, troubleshooting WebSphere. + 3+ years’ MQ server/cliente (minimum version 8) setup, configure and troubleshooting + WebSphere MQ, WebLogic Application Server, Tomcat + Intermediate knowledge of concepts in multi-tier application architecture, middleware integration, and troubleshooting _System Administration & Support_ + 3+ years‘ with Linux/Unix platforms (preferably RHEL/CentOS) in a virtualized environment is required. + Demonstrated scripting skills through Python, Shell or others. + Skilled in the configuration, maintenance of Linux systems + Knowledge Experience with issue/problem tracking systems (e.g., ServiceNow) _Database (desired)_ + 3+ years’ experience as Oracle DBA with Oracle RDBMS 11g/12c. + Direct support of application end-users in a corporate environment. + Experience on Dataguard, Datapump, RMAN, database migration + Advisors and Performance Tuning. Solid technical understanding and experience for analysis and support (e.g. SQL, PL/SQL). + Knowledge of Oracle maintenance/patching mechanics. + 3+ as MS SQLServer DBA (version 2014 minimum required) ------------------------------------------------------ **Job Family Group:** Technology ------------------------------------------------------ **Job Family:** Systems & Engineering ------------------------------------------------------ **Time Type:** Full time ------------------------------------------------------ **Most Relevant Skills** Please see the requirements listed above. ------------------------------------------------------ **Other Relevant Skills** For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ _Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._ _If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review_ _Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)_ _._ _View Citi’s_ _EEO Policy Statement (https://www.citigroup.com/global/eeo-aa-policy)_ _and the_ _Know Your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf)_ _poster._ Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.