Custom Development (CD), a unit within the Enterprise Applications division of Cornell Information Technologies (CIT), provides website and web application services to Cornell customers. The team develops in several technologies and provides both project and support services to campus. In addition, the CD team offers services on a for-fee basis, requiring close monitoring and reporting on all efforts.
As a member of the CD team, the Web Development and Applications Support Engineer will be on the front lines of our customer support service operations providing high-level technical support. Applicant must be Customer Service focused with a can-do attitude willing to do whatever it takes to make it right for the client.
Core Job Responsibilities include but not limited to:
Provide high levels of customer service and solve client tickets quickly and accurately by carefully listening to the user's concerns, figuring out exactly what the problem is, and coming up with a plan for resolving the issue.
Keep customers informed of any/all changes required to remedy an issue.
Solve multiple complex development issues quickly.
Keep track of all details on project status and next steps. Be able to report that information when requested.
Work independently as well as a team member in a dynamic, deadline driven, complex, team-based environment with multiple competing priorities and rapidly changing environment.
The position will work on-site in Ithaca, NY and will be required to provide occasional on-call support when failures, outages, performance problems, etc. affect the university's websites or web applications.
Bachelor's degree or equivalent combination of education and web development experience.
Minimum 3 years of combined professional experience in the areas of customer support and web development.
Working knowledge of Hosting technology such as DNS, Apache, NGINX, GIT, and SSL.
Possess strong development, debugging, and troubleshooting skills.
Project estimation and time tracking experience with ability to manage time effectively.
Able to assess and compare various alternatives and clearly communicate the tradeoffs.
Able to analyze requirements, propose solutions, work collaboratively to divide up work, and meet individual and team deadlines.
Able to interact with and convey service information to people of varying levels of technical knowledge.
Able to translate customer needs into technical recommendations and development plans.
Able to create clear, concise documentation.
Follow established team processes for security and module patching.
Able to take the code from another developer and fix any issues and also improve upon it.
Knowledge of general support best practices.
Understanding of web accessibility (WCAG 2.0 guidelines and best practices).
General knowledge of Google Analytics and SEO principles.
Web design skills.
Familiarity with Adobe Creative Cloud, particularly Photoshop and Illustrator.
General Knowledge of UX best practices.
Project management experience or knowledge helpful.
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No Visa sponsorship is available for this position.
No relocation assistance is available for this position.
University Job Title:
Applications Programmer III
Pay Rate Type:
Number of Openings:
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