Roles and Responsibilities

Below is a list of some duties a Hybrid engineer would be involved in but not limited to.

• Subject Matter Expert in a product area with focus on troubleshooting application and extensibility code.
• Source code access in order to triage issues to code level to assist development and ability to write data fixes (EM payloads and data fix scripts).
• Review customer extensions and advise on improvements.
• Building support integration environments.
• POC for integration and working with other pillars to strengthen the support model between teams.
• Bug Diagnostic Engineer responsible for bug prioritization for development.
• Pre-Bug reviewer to assist other engineers within Support to resolve independently or validating and defining the issue accurately before engaging Development.
• Performance POC, if applicable (not all engineers with code access may understand performance issues).
• Work with Product Strategy on product improvement recommendations.
• Participate in Cloud Customer Connect Release events answering questions.
• Handle the more technical issues during critical customer escalations.
• Interface with Cloud Operations and Development on improvements through sensors and process improvements.
• Understand the capabilities and tooling needs of support and drive innovation, build and development utilities such as sensors, log parser tools, scripting, analyzers, etc.
• Work with development to incorporate tools into the application (shift left industry focus on CAPA /RCA)
• Work with Documentation team on improved documentation when issues have been identified for better self-service and less service requests.

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