Advanced Associate, Technology Support
Pearson · LK
Job Title: Advanced Associate, Technology Support
Workplace Type: Hybrid
Employment Type: Full-Time
Team: Product Technical Operations
Description
Provides technical support and engineering capabilities to resolve complex customer escalations, maintain technology services, and improve operational efficiency within PTeOps. This role combines hands-on technical support with software development, automation, application troubleshooting, and cloud operations.
The role is primarily responsible for investigating and resolving customer escalations while also developing internal tools, automations, and application enhancements. The position requires strong Python skills, full-stack development capabilities, and working knowledge of AWS cloud services and SRE practices.
Synopsis
Handles customer escalations and technical issues by investigating application behavior, identifying root causes, and implementing effective solutions. Contributes to the development of internal tools, automation, APIs, and full-stack solutions while supporting AWS infrastructure and SRE-related activities.
Responsibilities
- Investigate, troubleshoot, and resolve customer escalations involving applications, APIs, integrations, and technology services.
- Analyze technical issues, identify root causes, and implement sustainable solutions to prevent recurring incidents.
- Develop and maintain internal tools and utilities that improve the efficiency of PTeOps operations.
- Build automation solutions using Python to reduce manual processes and improve operational efficiency.
- Develop and maintain APIs and integrations between applications and technology services.
- Contribute to full-stack application development, including backend services, APIs, databases, and frontend components.
- Support and enhance existing applications based on operational and customer requirements.
- Work with AWS cloud services to troubleshoot application and infrastructure-related issues.
- Contribute to SRE-related activities, including monitoring, incident response, service reliability, and operational improvements.
- Use AWS services such as Lambda, EC2, S3, API Gateway, CloudWatch, and RDS as required to support applications and services.
- Monitor application and service health and investigate performance, availability, and reliability issues.
- Participate in production support and incident management activities.
- Develop scripts, utilities, and automation to improve monitoring, troubleshooting, and operational workflows.
- Work with databases and SQL to investigate application and customer issues.
- Contribute to CI/CD pipelines, application deployments, and release activities.
- Apply appropriate testing, security, and software development practices when developing tools and solutions.
- Document technical investigations, solutions, support procedures, and automation.
- Identify opportunities to improve customer support processes, application reliability, and operational efficiency.
- Continuously develop technical knowledge across software development, cloud technologies, automation, and SRE practices.
Requirements
- Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related field.
- 1–3 years of experience in technology support, software development, application support, or a related technical role.
- Strong programming experience in Python.
- Understanding of full-stack application development, including backend, APIs, databases, and frontend technologies.
- Experience or working knowledge of REST APIs and web services.
- Working knowledge of AWS cloud services and cloud-based applications.
- Understanding of application monitoring, troubleshooting, and production support.
- Basic understanding of SRE principles, reliability, availability, monitoring, and incident management.
- Working knowledge of databases and SQL.
- Experience with Git and software development workflows.
- Understanding of CI/CD and DevOps practices.
- Strong analytical and troubleshooting skills with the ability to investigate complex technical issues.
- Strong communication skills and the ability to explain technical issues clearly.
- Ability to work independently and manage multiple customer escalations and technical priorities.
Nice to Have
- Experience with Java and Spring Boot.
- Experience with React or other modern frontend frameworks.
- Experience developing full-stack applications.
- Experience with AWS services such as Lambda, EC2, S3, API Gateway, RDS, and CloudWatch.
- Experience with Docker and containerized applications.
- Experience with Terraform or other Infrastructure as Code tools.
- Experience with monitoring and observability tools.
- Experience with automated testing.
- Exposure to event-driven architectures and messaging technologies.
- Experience building operational tools and automation.
- Experience working with production systems and customer-facing technical escalations.
Persona
- Strong problem solver who enjoys investigating and resolving technical issues.
- Customer-focused with a strong sense of ownership.
- Comfortable working across application development, support, automation, and cloud technologies.
- Curious and willing to investigate issues beyond the immediate symptoms.
- Proactive in identifying opportunities for automation and operational improvement.
- Comfortable working in a fast-paced environment with changing priorities.
- Strong collaborator with clear written and verbal communication skills.
- Demonstrates a continuous learning mindset and interest in expanding technical expertise.
Who We Are
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe every learning opportunity can lead to a personal breakthrough, and we are committed to making that possible through innovation and technology.
As the world’s lifelong learning company, we are continuously evolving how education is delivered, leveraging technology to create smarter, more personalized, and accessible learning experiences.
Joining our team means being part of a culture where learning isn’t just what we do—it’s who we are. You will have the opportunity to work on impactful solutions that reach millions of learners globally while contributing to the continued evolution of Pearson's digital technology landscape.
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