Software Application Support Engineer

Who we are:

At Pearson, we are committed to a world that is always learning and to our talented team that makes it all possible.  We are bold thinkers and standout innovators who push the boundaries of technology. We create seeds of learning that become the catalyst for the world’s innovations. Within the Pearson Virtual Schools (PVS) division, we have reimagined K-12 education through our virtual school and curriculum offerings. Our schools, Connections Academy and Pearson Online Academy provide a best-in-class online learning environment for K-12 students to acquire the skills and confidence they need to adapt and thrive in a changing world.    

Our team: The RRT is a high-impact team responsible for quickly identifying, troubleshooting, and resolving critical issues to ensure our systems and services run without interruption. We are a global team, with members in the United States, Canada, India, and Sri Lanka — and now we’re looking to grow in Brazil. The team is recognized within Pearson Virtual Schools as one of the best to work for: we combine dedication, collaboration, and a fun environment.  

RRT leadership has more than 20 years of combined experience at Pearson and is committed to supporting your professional growth. We strongly encourage work/life balance as well as continuous improvement — we want you to leave even more valuable in the market than when you started.   

We also believe in building connections: from time to time, we replace our daily standups with virtual game sessions to relax and have fun. Here you’ll find a hardworking, engaged team that values not only results but also learning, fun, and everyone's success.   

About the role: 

The Software Application Support Engineer is responsible for one or more of the following ITIL processes; incident management, problem management, change management, and release management.  Responsible for engaging with teams to effectively resolve daily application related incidents that impact PVS.  Participates in investigating incidents’ root cause(s) including, but not limited to trying to reproduce the issue, reviewing data in the database, analyzing logs, and analyzing code. 

Key Responsibilities: 

• Drive all aspects of the incident resolution process.
• Work with vendors, customers, and team members at all levels to troubleshoot customer issues while seeking the fastest path to resolution.
• Demonstrate technical knowledge and understanding of the platform, components, and data flows.
• Use critical thinking skills to assess root causes and solutions.
• Distill technical information into clear and concise non-technical communications.
• Create necessary artifacts for tracking incident and problem resolutions.  

To be successful in this role, you will ideally have: 

• Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or related fields.
• Minimum of 2 years of experience as a software engineer, technical analyst, quality engineer, or data analyst, with proven analytical and investigative skills and strong attention to detail.
• Proficiency in reading Python, JSON, C#, or Java and SQL languages.
• Solid knowledge of ITIL v4; ITIL Foundation certification (or higher).
• Hands-on experience with REST APIs, software development, debugging, and code troubleshooting.
• Exposure to DevOps practices; experience with continuous integration, continuous delivery, and continuous deployment environments.
• Knowledge of agile methodologies; familiarity or certification in Scaled Agile Framework (SAFe).
• Curious, proactive, and able to thrive in a dynamic environment.
• Collaborative mindset, able to share ideas, give and receive feedback, and ask for help when needed.
• Ability to solve problems independently.
• Strong ability to listen, follow instructions, and adapt to team dynamics.
• Fluent English, with strong written, verbal, and comprehension skills, and ability to interact daily in a global environment.
• Availability to attend in-person meetings at the office, as previously agreed with the area leadership. 
• Availability for on-call support.

Desirable Additional Skills:

• Experience with Azure DevOps (ADO) or JIRA.

Check out our benefits:

• Home Office
• Home Office Allowance
• Medical Assistance
• Dental Assistance
• Employee Well-being Support
• Life Insurance
• Meal Voucher
• Pharmacy Discount Program
• Discount on Our Language School Franchises
• Discount on Language Learning Books
• Pearson University
• Childcare Assistance
• Birthday Off
• AIP (Annual Incentive Plan)
• Extended Maternity and Paternity Leave – 6 months for mothers and 1 month for fathers.

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