Support Engineer

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

This isn't your ordinary Support Engineer role. If you love solving the deepest tech problems, enjoy working with all types of Consumers from around the world , and love variety, this job has it all in spades. The Support team is changing its focus to allow it to scale with the business. FPD Support Engineers are responsible for improving our Consumers' experience with our products, through advanced troubleshooting and helping our global team of engineers solve our more difficult problems.
You will be required to deeply understand technology landscapes, and evaluate the use of new technologies. You will be influential within your team and work with peers and senior leaders to define and revise the standards for operational excellence across project. You will consistently tackle abstract issues that span multiple functional areas and drive your team to push for improvements that can scale across other teams, services, and platforms.
We'd love it if you bring in a deep understanding of modern Cloud infrastructure, programming expertise, operational experience, and a desire to change the status quo. We'll support you with robust backend systems, mature processes, and a motivated team with a strong desire to improve customer experience. We're looking for an engineer who can analyze and help improve our monitoring and processes to get us to an even higher level of availability, scalability, and reliability.
FPD is a rapidly growing initiative within the organization. We are in the process of building our teams, tools, and systems as part of our mission to build the best services in the world. This is a truly exciting team to join. Key job responsibilities include:

• Collaborate with Tech and Non-Tech stakeholders to ensure smooth and on-time publication of monitoring and health check Reports
• Monitor & Drive team to Resolution of Trouble Tickets within defined SLA’s. Drive escalations to engineering team.
• Drive Root Cause Analysis, Impact Analysis and Production Deployment support.
• Build automated frameworks, tools, solutions to enable stakeholders/business owners monitor health/drive business outcomes.
• Regular interactions with various internal business-owners (like engineering and product teams) to help understand requirements & business priorities, define engagement model and drive improvements.
• Developing support strategies and creating appropriate harnesses as well as pragmatic approaches for quick & effective support.
• Drive initiatives to maximize operational efficiency.
• Defining measurable metrics to gauge progress against objective Support goals.
• Expected to learn the technologies and use the tools required to perform data processing like: SQL, Quicksight; AWS technologies like: Glue, Lambda, SQS, SNS , Cloudwatch
  Basic Qualifications
• 3-5 years of technical support experience
• Experience troubleshooting and debugging technical systems
• Experience scripting in modern program languages
• Experience in agile/scrum or related collaborative workflow
• Ability to proactively monitor and leverage telemetry data to detect anomalies, identify potential issues before they impact users, and enable faster incident response. 
• Excellent communication skills

Preferred Qualifications

• Knowledge of distributed applications/enterprise applications
• Experience analyzing and troubleshooting API calls

Preferred Skills:

• Familiarity with Agile and Scrum methodologies.
• Strong problem-solving and analytical skills.
• Technical curiosity and desire to innovate
• Work collaboratively with delivery teams to ensure timely project delivery.
• Responsible to communicate across the testing community and development teams; Sharing knowledge via training session.
• Communicating with internal and external stakeholders regarding testing progress and timelines by providing testing reports and metrics.
• Experience in AWS (understanding of AWS services like SQS Queue, Lambda functions, S3 etc.)

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( Lilly_Recruiting_Compliance@lists.lilly.com ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

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