About this role
The opportunity
As a Senior Developer Support Engineer, you will work with some of the biggest names in the Architecture, Engineering, Construction, and Operations (AECO) sector, helping our customers succeed by providing expert support for our Industry-Leading Product Suite. You'll focus on assisting customers using Unity Virtual Private Cloud (VPC) for Asset Manager to import, prep, and optimize their large CAD, mesh, and point cloud models for real-time visualizations in Unity.
In this role, you'll be providing post-installation support for custom VPC installations on cloud provider infrastructure. This will involve debugging and resolving issues related to configuration, connectivity, permissions, performance, and licensing on the customer’s cloud infrastructure. You will be liaising closely with customers to diagnose issues and collect data on production environments, with an understanding of what actions could create service outages.
You will utilize your expertise in Cloud-related infrastructure, as well as object-oriented programming, specifically leveraging languages like C# and Python, to develop and debug solutions that approach technically demanding challenges. You will work at scale with cloud-hosted workloads, leveraging your knowledge of GCP, AWS, and Azure.
Your advanced debugging skills and experience in troubleshooting SDK integration, tooling, and configuration will be crucial in this role. You'll be tasked with both resolving complex issues directly and leading technical dialogues to drive quick and efficient resolutions. Whether providing comprehensive consultations and tests for customers or responding to their live issues as part of an incident group, you’ll be the difference between success and failure for some of the biggest AECO projects. You'll provide comprehensive consultations and testing for customers, and respond to critical live issues as part of an incident response team, significantly impacting the success of AECO projects.
What you'll be doing
Receiving, troubleshooting, responding to, and resolving escalated technically complex issues for our customers and internal teams
Frequently communicating with authority and clarity to both our users and internal stakeholders
Proactively identify and implement improvements to our teams, processes, and products, and effectively communicate and drive these changes.
Mentoring and training other members of the DSE team to ensure we are constantly evolving as a team
Responding to live customer issues and incidents, working as part of an incident team, and solving critical problems
You will be shadowing the deployment team, allowing us to provide post-installation technical support for the customer environment.
Requirements
- Cloud Infrastructure: Working knowledge of cloud provider environments (AWS/Azure), specifically identifying resource states, service quotas, and region-specific limitations.
- Networking Fundamentals: Proficiency in troubleshooting connectivity issues involving Subnets, Firewalls (Security Groups/NSGs), and DNS resolution failures.
- Containerization: Familiarity with container orchestration concepts (Kubernetes) to diagnose pod health, service availability, and resource constraints (CPU/Memory).
- Communication: Comfortable conducting video calls with customers to diagnose issues and collect data on production environments, with an understanding of what actions could create service outages.
- Knowledge Sharing: Ability to document technical findings into reusable articles (KB) to reduce future triage time.
- Documentation: Excellent written and verbal communication skills in English.
- Programming: Programming experience in languages such as C# or Python.
- Problem solving:
- Diagnostic Analysis: Ability to isolate root causes by correlating time-stamped logs from multiple sources (Infrastructure, Application, and Network layers). Able to debug web applications with complex backends with the use of developer tools to determine services that should be investigated.
- IAM Debugging: Experience troubleshooting OIDC and SAML based Single Sign-on (SSO) integrations, Role-Based Access Control (RBAC) permission-related errors, and cloud policy rejections related to IAM Role/Service Principal
- Incident Management: Capable of translating technical symptoms into clear, concise updates for customers during active support cases.
- Responsibility: Ability to work independently and effectively manage time and priorities
- Education: Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
- You might also have
- Experience developing applications with Unity or other 3D engines.
- Proficiency with 3D or CAD modeling software (e.g., Blender, 3DS Max, Maya).
- Experience working in the Architecture, Engineering, Construction, and Operations (AECO) sector.
- Additional information
- Relocation support is not available for this position
- Work visa/immigration sponsorship is not available for this position