Easter Seals Jobs

We seek a Software Engineer to lead knowledge-centered support and data reporting efforts within the PLM organization. This role combines expertise in end-user support, knowledge management, and data pipeline management to drive self-service solutions and deliver critical business insights. You will work closely with end users to understand their needs, troubleshoot issues, and build a knowledge base powered by AI and other technologies to enhance self-service support. Additionally, you will manage and optimize data pipelines, ensuring reliable, consistent, and actionable data for reporting purposes.

What will you do:

• Design, enhance, and maintain the support project queue, ensuring end users receive exceptional assistance while transitioning toward scalable self-service solutions.

• Implement and manage integrations using REST APIs and other technologies, ensuring seamless data availability across platforms for self-service and reporting.

• Troubleshoot user issues, providing expert guidance and solutions to achieve desired outcomes.

• Collaborate with knowledge management experts to develop self-service tools, including AI-powered chatbots and suggestive knowledge articles.

• Model and maintain data structures within various applications to ensure stable and efficient data pipelines.

• Work with reporting tools like EazyBI, Tableau, and Snowflake to meet end-user data needs.

• Deliver clean, efficient, and maintainable solutions, adhering to industry best practices.

• Stay updated with industry trends and tools, leveraging them to enhance our systems and processes.

What will you bring:

• 1-3 years of experience in end-user support and knowledge management.

• Hands-on experience with Atlassian tools, including Jira and Confluence.

• Familiarity with REST APIs and their practical applications.

• Strong knowledge of knowledge management and data technologies.

• Platform experience : Experience in Jira administration, including workflows, custom fields, and permissions.

• Strong troubleshooting and problem-solving skills.

• Ability to work collaboratively in fast-paced agile environments as well as independently.

• Excellent communication skills for engaging with cross-functional teams and translating business requirements into technical solutions.

• Proven ability to deliver high-quality work on time.

Following are a plus:

• Experience with knowledge management and data analysis in a support-focused role.

• Experience working with dispersed or remote teams.

• Contributions to open-source projects (a plus, but not required).

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

About Red Hat

Red Hat (https://www.redhat.com/) is the world’s leading provider of enterprise open source (https://www.redhat.com/en/about/open-source) software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

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