Software Engineer
Department About the Department Job Summary Responsibilities Provide Level-2 user support for installing, configuring, using, and troubleshooting Globus software and services.
Department
About the Department
Job Summary
Responsibilities
Provide Level-2 user support for installing, configuring, using, and troubleshooting Globus software and services.
Conduct in depth analyses of technical information in order to diagnose and resolve complex technical issues.
Proactively gather and coordinate information across software engineers in the service of resolving complex Level-2 customer issues.
Appropriately escalate issues to Tier 3 engineering with full diagnostic context.
Write and communicate clear, reproducible bug reports.
Develop policies and procedures for using internal ticketing systems for effective issue management, communication, and resolution and ensure these policies and processes are followed across teams.
Author and maintain public-facing user documentation (e.g. user guides, FAQs, troubleshooting pages).
Collaborate with engineering teams to develop software release testing policies and procedures.
Test Globus product releases before release to end-users.
Act as a technical consultant and resource for other team members and users of the Globus software.
Guides a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures. Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems.
Uses in-depth knowledge of IT support best practices and experience with the University IT systems to conduct analyses and contribute to the resolution of complex problems.
Perform other related work as needed.
Minimum Qualifications
Education:
Work Experience:
Certifications:
-
Preferred Qualifications
Experience:
Strong experience diagnosing complex, multi-system issues (network, AuthN/Z, storage, and application layers).
Demonstrated strong experience in Linux/Unix system administration.
Experience troubleshooting applications on user workstations for Mac, Windows and Linux.
Proficiency with networking fundamentals and configuration: firewalls, TCP/IP, DNS, port configuration.
Experience in administration of high performance storage and/or high performance computing environments.
Experience in administration of Google, AWS, and/or Microsoft cloud storage products.
Proficiency in deploying and using AWS infrastructure (e.g. IAM, S3, EC2).
Understanding of federated identity and authentication (InCommon, SAML, OAuth2/OIDC).
Knowledge of scientific research workflows and/or large-scale research data management.
Experience with troubleshooting Apache virtual host configurations.
Ability to read and write basic Python applications that use REST APIs
Experience writing end user documentation, troubleshooting guides, FAQs.
Posted August 5, 2026