Solutions Platform Engineer

Position Summary

Key Responsibilities

• Maintain the availability, stability, and functionality of the Expert Sierra demonstration environment used by the Sales and Solutions Consulting teams.
• Troubleshoot issues across the platform, including application servers, Microsoft SQL Server, application functionality, integrations, user access, and supporting infrastructure.
• Investigate system-wide issues and coordinate resolution when problems involve multiple applications, services, or technical teams.
• Manage user access and permissions through Microsoft Azure and Microsoft Entra ID, including logins for new and existing users.
• Support the deployment and implementation of new products, features, updates, and integrations within the demonstration environment, including coordinating the timing, testing, and communication of maintenance windows and patches across all instances within the demo tenant.
• Serve as both a technical resource and an advocate for the Sales and Solutions Consulting teams during product deployments and platform changes, including frontline help desk support for day-to-day user inquiries.
• Assist with keeping demonstration data current and finalized, including imports and data feeds needed to support demos, and help prepare environment requirements for trade shows and conferences.
• Coordinate with infrastructure, database, application, development, cloud, security, product, and support teams to complete work requiring access or expertise outside the role.
• Create and manage support tickets, project requests, group communications, and escalation paths needed to move work forward.
• Monitor outstanding requests and follow up with responsible teams to ensure issues and platform needs are addressed.
• Communicate system status, risks, dependencies, and expected resolution timelines to Sales and Solutions Consulting stakeholders.
• Balance multiple technical issues, platform improvements, deployment activities, data/integration maintenance, and cross-functional requests.
• Document platform configurations, recurring issues, troubleshooting procedures, dependencies, and support processes.
• Identify opportunities to improve platform reliability, supportability, access management, and deployment processes.

Qualifications

• Experience in a technical support engineering, systems administration, platform engineering, application support, or similar role.
• Strong troubleshooting skills across applications, servers, databases, authentication, and infrastructure, including diagnosing application performance and system availability using operating system metrics, logs, and applicable utilities in production environments.
• Working knowledge of Microsoft Windows Server environments, including IIS, PowerShell, and Active Directory.
• Working knowledge of Microsoft SQL Server or other relational databases, including basic troubleshooting and database connectivity concepts.
• Experience managing user access, permissions, or authentication through Microsoft Azure and Microsoft Entra ID.
• Experience supporting enterprise applications or complex multi-server environments; previous use or experience with practice management systems such as Aderant Expert is a plus.
• Understanding of processes and business functions common in client-server application environments.
• Ability to understand how applications, databases, servers, identity systems, and integrations interact within a larger platform.
• Strong written and verbal communication skills.
• Demonstrated ability to coordinate work across multiple technical teams, and to work independently as well as within a team environment.
• Strong organizational skills and the ability to track tickets, projects, dependencies, and outstanding action items.
• Curiosity about technology and willingness to learn; ability to follow issues through resolution and escalate effectively when needed.
• Bachelor's degree in Computer Science, Information Systems, or equivalent experience is required.