Customer Support Application Engineer

Salary range is:$84,723.57 - $125,000.00This position is bonus and/or commission eligible.CCC Intelligent Solutions Inc. (CCC) is a leading cloud platform for the multi-trillion-dollar insurance economy, creating intelligent experiences for insurers, repairers, automakers, part suppliers, and more. At CCC, we’re making life just work by empowering more than 35,000 businesses with industry-leading technology to get drivers back on the road and to health quickly and seamlessly. We’re pushing boundaries with innovative AI solutions that simplify and enhance the claims and repair journey. Through purposeful innovation and the strength of its connections, CCC technologies empower the people and industry relied upon to keep lives moving forward when it matters most. Learn more about CCC at www.cccis.com.The RoleThe Customer Application Support Engineer will work closely with the Product Development team and Tech Support to ensure reliability, performance, and availability of applications. The role emphasizes incident management and response, monitoring, automation, and collaboration with developers and infrastructure teams to uphold service quality. This role will be supporting a large-scale application environment.Key Responsibilities:Customer incident management, debugging and resolution by coordinating with Product development teams as required.Triaging production incidents with the help of application logs and code base and recommend solutions to Product development teams. Identify manual tasks and contribute to automation effortsParticipate in incident response and post-incident reviewsWork with developers and QA teams to support non-functional requirements like performance and availabilityCollaborate with engineering teams to promote best practices across the organizationCreate and maintain operational documentation such as runbooks and playbooks for known issues and own Problem ticket managementConfigure and maintain monitoring and alerting tools related to the applicationsUnderstand application and infrastructure health management and recommend improvements to performance and reliabilityJoin product team ceremonies (e.g., stand-ups) as needed for alignment and supportRequirements:5-plus years of hands-on experience in incident & problem management, SLOs, Java code debugging and logs monitoring in Elasticsearch. Ability to analyze and interpret logs, metrics, and monitoring data to troubleshoot issuesFamiliarity with the software development lifecycle and deployment practicesUnderstanding of Java frameworks, microservices architecture and RESTful APIsAbility to create and maintain basic automation or scripting (e.g., Java, Python, Bash)Experience working with SQL for querying and reporting. PostgreSQL, MySQL knowledge is a plusMessaging & Services: Kafka, ActiveMQ, Rabbit MQInfrastructure: Kubernetes, EKS, MSK, AWS LambdaMonitoring & Logging: Amazon CloudWatch, GrafanaCI/CD & Source Control: GitHub, SpinnakerAI Tools: GitHub Copilot, Cursor, ChatGPTExperience supporting CI/CD pipelines and cloud-based environmentsComfortable working in Agile/Scrum environmentsGood communication and collaboration skills and be a team playerAbout CCC's Commitment to Employees:CCC Intelligent Solutions understands that our employees play an integral role in our vision to shape a world where life just works. Our team is defined by our values of Integrity, Customer-Focus, Innovation, Inclusion & Diversity, Tenacity, and Connection. Through diverse perspectives, purposeful innovation, and the strength of connections, our technologies empower the people and industry relied upon to keep lives moving forward when it matters most.At CCC, together everyone can thrive as we innovate and collaborate, creating employee experiences that just work. We are committed to providing opportunities for our people to make real-life impacts, advance in their careers, and contribute to CCC’s success.CCC offers competitive compensation and benefits to support you and your families, including:401K MatchPaid time offAnnual Incentive Plan Performance BonusComprehensive health insuranceAdoption AssistanceTuition ReimbursementWellness ProgramsStock Purchase Plan optionsEmployee Resource GroupsFor more information about our benefits, please check out our careers site.Here, you belong. You are seen, valued, and respected. We celebrate you for who you are and all you bring. Every voice is heard and is important to our success. You can hear what employees have to say about our culture hereIf you require reasonable accommodation to complete a job application, please contact (800) 621-8070.