Advanced Associate, Technology Support
at Pearson, Sri Lanka
Listed on EduAtlas: live school vacancies from schools’ own careers pages and public job services. Apply on hccz.fa.em3.oraclecloud.com.
- Salary
- Not given in the advert
- Closing date
- Open until filled
- Start
- Not given in the advert
- First seen
- 9 October 2026, on a public job listing
On hccz.fa.em3.oraclecloud.com · Send it by: WhatsApp · LinkedIn · Email · X
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The advert
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, Cloud Watch, 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.