LB Foster

Support Engineer

• Coordinate with System Administrators and the Product Support Manager to deliver technical support to end users of L.B. Foster’s cloud-based asset management platform
• Execute first- and second-line/tier technical support to diagnose and resolve issues
• Provide timely support via phone, web, and in-person channels
• Monitor systems and proactively identify issues affecting stability, security, and performance
• Triage and resolve technical issues according to escalation procedures and SLA targets
• Perform initial analysis and support root-cause investigations for recurring or critical issues
• Collaborate with System Administrators, Development and QA Teams, Product Manager, and Architect on complex issues
• Investigate issues in the Azure cloud environment and supporting ecosystem
• Investigate and resolve database and data issues
• Create and update technical documentation, training documents, how-to guides, FAQs, and maintenance manuals
• Document troubleshooting steps and contribute to the internal knowledge base
• Support patch management and security compliance
• Participate in technical meetings and project or review discussions
• Test technical solutions to ensure they are robust and suitable for their intended application
• Perform other duties as assigned

Product Support Technician