Senior Technical Support Engineer (DevOps)

JOB DESCRIPTION

We are looking for a high energy, experienced, customer focused Support Engineer to work in our Managed Services team. This individual will help support the team that manages our clients’ hosted cloud applications and accounts. This position will report to the head of Managed Services and work with a team of engineers and other leads to support a variety of customer requests, automate scalable and supportable client solutions, assist the team with solving new problems and technical roadblocks, drive operational efficiencies & processes, follow proper governance and procedures, and expand our hosting practice.

Responsibilities

• Support and help develop our support subscription and managed hosting offerings on AWS technologies to maintain application availability and ability to scale

• Work directly with clients to facilitate requests, proactively address issues before becoming critical, speak to best practices, implement changes to applications and infrastructure as needed

• Maintain customer satisfaction through technical and personal professionalism by helping customers achieve requested goals

• Operate within a team working towards a set of KPIs and deliverables that ensure our clients are well supported and the solutions we sell are the best that they can be

• Work within our practice to standardize best practices, create highly scalable processes, and document detailed specifications

• Collaborate with solution architects on design and implementation across various application & system architectures

• Adopt and improve operational use cases, capacity needs, and monitoring architecture through automation and custom solutions

• Support Atlassian Tools including Jira, Jira Service Desk and Confluence
  
  

Qualifications & Skills

• Bachelor's degree in Computer Science or equivalent preferred

• At least 2-3 years of experience in AWS system administration and/or application support

• At least 1-3 years of experience with Linux OS, Ubuntu/CentOS

• Thrive in a team atmosphere and outgoing customer-focused work environment

• Experience supporting Applications throughout the entire application lifecycle

• Experience automating AWS operations

• Familiar with IT change management processes

• Demonstrate excellent communication and customer service skills, including the ability to effectively communicate to stakeholders and customers

• Maintain a professional, friendly, timely, and empathetic approach to customer communications

• Solid technical understanding of the latest AWS services, and hands-on experience architecting solutions using EC2, RDS, EBS, S3, etc.

• Well versed in the Atlassian stack including Jira, Confluence, Bitbucket, Bamboo

• Proficient in functional, application, and infrastructure administration of Atlassian installations

• Familiarity and understanding of automation, with tools like Terraform, Ansible, and/or CloudFormation

• Experience with tools like ELK, Splunk, New Relic, and CloudWatch

• Ability to analyze and review current environments to determine potential areas of improvement

• Support the team in 24/7 coverage including on-call rotations
  
  

Desired Requirements

• AWS certification(s)

• History of support/help desk work with direct customer interactions

• Familiarity with information security requirements and regulatory compliance such as SOC, PCI, HIPPA, etc.

• Proficiency with database technologies such as MSSQL, MySQL, PostgreSQL and/or NoSQL.

• Hands-on proficiency with implementation of DevOps (CI/CD) tools and solutions

• Knowledge of load and performance metrics and testing

• Ability to work independently with minimal guidance in a fast-paced environment

• Enjoy what you do and a true love of technology to solve challenging problems using a collaborative customer-centric approach

• Strong work ethic, good time management, and the ability to work with diverse teams

• Ability to manage multiple clients and deliverables at any given time through effective time management and planning

• Strong attention to quality, detail, and ability to drive towards customer satisfaction

We offer: 

• Competitive compensation package; 

• Regular performance reviews; 

• Paid sick leave;

• Compensation of events (70%)

• Paid vacation - 20 business day;

• Paid taxes.