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Senior Platform Support Engineer

Company: Houghton Mifflin Harcourt
Location: Boston
Posted on: September 13, 2017

Job Description:

Job Requisition ID: 4265

HMH are looking for experienced Platform Support Engineers to join our team. We are looking to speak with candidates who have a strong technical background, with excellent analytical and troubleshooting skills, who can work in a cross-functional role with other Development and Operations teams.

Required skills and knowledge

You will have a background in full-stack web technologies, as well as querying and scripting skills, and be familiar with the principles of agile software development and support. You will also have experience managing a wide array of technical issues across a number of distributed teams, and know when to take the lead and delve into the details if required, to drive resolution. Communication, flexibility and good judgement are essential skills, as well as a desire to learn in a multi-platform environment.

This is a hands-on role which offers the candidate an excellent opportunity to learn and grow in the area of software support & life cycle management, with exposure to a range of technologies.

A typical day for Platform Support Engineers:

  • Triage & troubleshoot issues - take leadership on key issues resolution.
  • Management of pipeline - use dashboards to organize, monitor and communicate.
  • Communication - acting as pivot between Tech Support and Engineering teams, you will focus on decision-making to move issues forward.
  • Technical vendor management - working with offshore teams, oversee SLA & quality.
  • Keep a knowledge-base of support-related information up to date.
  • Engage in new product training & handovers to the support teams
  • Be creative - when the answer is not obvious, or the path is blocked

Experience required

  • Educated to Associate Degree level (Computer Science).
  • Minimum of 5 years of experience in an Engineering environment. Experience in software development & support
  • Background in full-stack web development technologies, e.g. Java, Javascript, REST API, PHP, .Net, HTML5
  • Experience supporting Windows, Mac, and Linux machines
  • Familiarity with MySQL and database architecture
  • Background in scripting languages
  • Experience working with ITIL, Agile, Kanban process

Physical Requirements:

  • Might be in a stationary position for a considerable time (sitting and/or standing)
  • The person in this position needs to move about inside office to access file cabinets, office machinery, etc
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
  • Must be able to collaborate with colleagues via face to face, conference calls, and online meetings

Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people's lives by fostering passionate, curious learners. As a leading provider of pre-K-12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom. HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.
For more information, visit

Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.

Keywords: Houghton Mifflin Harcourt, Boston, Senior Platform Support Engineer, Engineering, Boston, Massachusetts

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