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Development Support Engineer
Job
Vizient
Chicago, IL (In Person)
$106,400 Salary, Full-Time
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Job Description
Excited to grow your career? We value our talented employees and instill an environment where you feel engaged, satisfied and able to contribute your unique skills and talents while living and working as your authentic self. We provide extensive opportunities for personal and professional development, building employee competence and organizational capability to fuel exceptional performance through an inclusive environment both now and in the future. Our people make all the difference in our success. ## Core Responsibilities Perform Tier 2 triage for production incidents. Investigate production issues involving logs, SQL/data patterns, failed jobs, alerts, workflows, APIs, integrations, reporting, access, configuration, and application behavior. Analyze platform dependencies, workflows, monitoring events, and system health indicators to identify suspected causes and resolution paths. Identify workarounds, ownership paths, escalation readiness, and supportable resolution options. Create evidence-based escalation summaries and handoffs for Product Engineering, Platform Engineering, or Data Engineering teams. Improve incident intake quality, classification accuracy, ownership clarity, and stakeholder communication. Develop and maintain runbooks, Standard Operation Procedures (SOPs), Known Error articles, diagnostic checklists, and support documentation. Support Root Cause Analysis (RCA) documentation, Problem Records, Corrective Action tracking, and recurring incident reduction initiatives. Partner with Product, Engineering, Operations, other Support areas, and business stakeholders to improve operational stability and support processes. Reduce avoidable escalations and recurring production issues through improved diagnostics, documentation, and operational follow-through.