Senior Support Engineer - Service Reliability

Overview For our client we are looking for a Senior Support Engineer to take on a role where you will own and improve service reliability and availability of these. You will be in a very important role in a Dev/Ops team that manages and supports services. You will also be able to develop future automation and tooling that will allow our customer to continuously improve service as our customer scale. You will contribute to the full-service lifecycle: from service development to live-service response, as our customer continuously deploy new and innovative functionality for their customers. Responsibilities Participate in the Support team on call roster and respond with command and control incident management during High Priority Events while maintaining internal and external SLAs in a 24×7 SaaS operation Drive Problem Management/Retrospectives (“post mortems”) Strong contribution and maintenance of our knowledge base Contribute to the development of new tools and automation that ensures the service can be optimized and tuned with minimal human intervention Accountable for working upstream with developers on monitoring, tools and architecture to deliver security, reliability, manageability and availability at scale Point of escalation/decision maker on response level of incidents Analyze trends and make recommendations in the areas of monitoring, incident and change management, cloud orchestration and support Contribute to the future growth of the team by conducting candidate screenings and assessments Personal profile Extraordinary judgment and composure in high-pressure situations Excellent customer service skills A real passion for developing strong partnerships with customers and partners Enthusiasm for working with customers and/or supporting internal projects and senior leadership, bringing order and efficiency to critical initiatives Technologies Experience with Docker, Salt Stack and Kubernetes orchestration tools Knowledge of one of the following: Mongo, Influx, Postgres, Jenkins, Moshell and Artifactory Knowledge of Cloud Platform systems and related APIs Experience designing, setting up, maintaining and refining (noise reduction, auditing) monitoring tools such as Prometheus, Prometheus exporters, Grafana and Alert Manager Demonstrable experience in one or more languages: Go, React, Node.js, Python, Java, Shell scripting, Groovy Strong knowledge of TCP/IP networking, DNS, VPNs, and load-balancers Knowledge of Atlassian suite (Jira, Confluence), Git Familiarity with Containers (e.g. Docker, RKT) and IaaS Network analysis, performance and application issues using TCPdump, Fiddler and Wireshark Qualifications Bachelor’s Degree in CS, MIS, or equivalent experience 3+ years of relevant experience with Windows/Unix systems fundamentals, monitoring, cloud services, networking, LTE systems, storage, database, and application knowledge; Solid communications skills both written and verbal. Able to effectively tailor messaging to different audiences: External Customer, Leadership, technical SME, or to other Support members Previous experience in customer facing roles during high stress situations Demonstrated skills as an influencer within a previous organization In-depth knowledge of IT concepts, strategies, and methodologies; Agile knowledge a plus In-depth knowledge of business operations, objectives, and strategies. #J-18808-Ljbffr