Estes Forwarding Worldwide (EFW) is a leading domestic and international freight forwarder in the United States, providing customized logistics and warehousing solutions for clients around the world and across all industries via air, ground, and ocean freight. A subsidiary of Estes Express lines with corporate located in Richmond, Virginia, EFW is uniquely backed by Estes Express Lines’ extensive line haul network providing EFW clients with a hybrid transportation network. The company has received industry awards, including Specialty Carrier of the Year and E-Commerce Delivery Carrier of the Year, and has been recognized by Global Trade Americas as a leading 3PL to watch.

We are proud to offer highly competitive pay and a comprehensive benefits package, including:

• Paid vacation, sick time, and holidays
• 401(k) plan with company match
• Medical, dental, and vision insurance
• Short- and long-term disability plans
• Life and accidental death & dismemberment insurance
• Job referral bonus program

The Support Engineer I, Core Services is responsible for production monitoring and support of all software developed and maintained by the Core Services Team, including but not limited to microservices, web applications, databases, API integrations, and file transfer integrations. The support engineer may also be required to make small code changes, write documentation, update infrastructure configurations, deploy applications, and participate in an on-call schedule.

To perform this job successfully, an individual must satisfactorily perform each essential duty.  Reasonable accommodations will be made to enable individuals with disabilities to perform the essential duties. 

• Respond to support requests using Jira Service Management and Jira Cloud. Issues may include, but are not restricted to, requests for clarification or information, perceived processing problems, actual processing problems, requests for system changes, vendor surveys, procedural issues, and access requests.
• Proactively monitor the systems owned by the Core Services Team for failures using all available applications and tools.
• Monitor and resolve issues with API and flat file integrations.
• Investigate issues using system logs, APM tools, SQL queries, DataDog, and the observability functionality of various types of AWS resources.
• Research support requests within web applications to answer questions, identify bugs, troubleshoot, and resolve issues.
• Participate in refining requirements for new features, with an eye on observability.
• Participate in code reviews and commit changes to source control (GitHub).
• Make suggestions for changes that proactively prevent future support issues.
• Communicate effectively with stakeholders and project managers to clarify requirements on support requests.
• Communicate confidently with internal and external customers.
• Participate in an on-call rotation for after hours, weekend and holiday support.
• Comply with company C-TPAT and TSA security procedures.
• Perform other duties as assigned.
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The qualifications listed below are representative of the minimum knowledge, skill, and/or ability required.

SKILLS AND ABILITIES

• Must possess working knowledge of Relational databases.
• Must possess working knowledge of the Agile Software Development Methodology.
• Must possess working knowledge of software development technologies such as Golang, Typescript, SQL, and Terraform, or similar technologies.
• Strong communication and organizational skills with the ability to solve problems.
• Ability to work independently and in a fast-paced team environment with the ability to interact well with others.
• Familiarity with RESTful API technology is preferred.
• Familiarity with Docker containers and Kubernetes is preferred.
• Familiarity with using AWS for software development, deployment, and support is preferred.
• Familiarity with DevOps tools, such as Terraform, Jenkins, Datadog, or similar is preferred.
• Ability to read and interpret complex business and/or technical documents.
• Ability to write comprehensive reports and detailed business correspondence.
• Ability to work with groups of people such as other departments and communicate known concepts.
• Ability to draw inferences and follow prescribed and detailed procedures to solve moderately complex problems.
• Must be eligible to work in the United States.
• At this time, EFW will not sponsor a new applicant for employment authorization for this position.
• EFW prides itself on the quality of its employees and as such, candidates who receive a job offer will be required to successfully pass a drug screen and a background check.
• EFW offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, ethnicity, color, creed, religion, national origin, age, disability status, protected veteran status, marital status, sexual orientation, gender identity or expression, or any other legally protected status.

SUPERVISION

The position functions with supervision and has no direct reports.

EDUCATION/EXPERIENCE

Minimum of a Bachelor's degree (or equivalent) and 1-3 years of experience in Information Systems and Technology. Customer support experience is desired. However, a combination of experience and/or education will be taken into consideration.

LICENSES/CERTIFICATIONS

None required.

Travel

None required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties. 

Typically sitting at a desk or table.  Intermittently sitting, standing, walking or stooping.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job.  Reasonable accommodations will be made to enable individuals with disabilities to perform essential duties. 

Normal office situation.

EFW is an Equal Opportunity Employer, Minorities/Female/Disabled/Veteran.