Job Description
About SupportLogic
SupportLogic SX™ is a platform that elevates customer service experience by leveraging natural language processing (NLP) and machine learning (ML). The platform seamlessly integrates with your existing ticketing system (such as Salesforce Service Cloud, Zendesk, Microsoft Dynamics), reads all the comments in every ticket to extract key signals related to customer sentiment and churn, predicting outcomes and providing proactive recommendations. Customer Support and Success organizations use the platform to stay on top of how their customers feel about them thus improving customer relationships, products and operations.
We are a well-funded startup with investments from top tier investors in Silicon Valley (Sorenson Ventures, Sierra Ventures) and a customer list that is a who’s-who of Enterprise IT companies. We are privileged to have customers who are not only outspoken fans of our product but also prove it by renewing every year.
Overview of role:
The team at SupportLogic is dedicated to improving the experience of today's Support professionals while helping companies serve and retain their customers through intelligent escalations, proactive interactions, and problem resolutions. The Sr. DevOps Engineer will work collaboratively with other Devops engineers, Developers and Stakeholders to deliver scalable, performant solutions that seldom miss SLAs. This person will demonstrate technical skills in Devops, and have at least 7 years of experience delivering modern, enterprise-grade, cloud-native architectures with high levels of automation. The ideal candidate believes in infrastructure-as-code and automation, is very security conscious, and maintains excellence in implementation.
How your work will support our growth:
- Collaborate with Customer Success and DevOps to understand Application SLAs and maintain the systems 24x7.
- Work to ensure smooth and successful product and update releases.
- Troubleshoot issues and resolve them in a timely fashion.
- Contribute to SOC2/HIPAA/ISO27001/GDPR and other certifications.
- Help work on projects to create alignment with application teams, security, and business and participate collaboratively in Sprint and Scrum ceremonies.
- Prioritize automation whenever appropriate, using infrastructure as code, with Ansible/Terraform/Python/Jenkins based CI and CD automation. Look to see that internal environments match external environments to ensure minimal to no environmental drift.
- Monitor the application and infrastructure in production and act on escalations and remediation whenever SLAs are threatened. Rotate, store and monitor logs so that engineering is aware of application behavior in production.
- Maintain documentation on all processes, procedures and knowledge gained.
About you (don't worry if you don't have this whole list- we expect you to learn with us):
- Work with Cloud-based platforms (GCP preferred, but Azure, AWS, Oracle-Cloud, Rackspace, VMware Cloud are good too), and familiarity with other Data Center Technologies.
- Good knowledge of various IaaS, PaaS, SaaS offerings within GCP and other clouds. Includes Machine Provisioning, Database Provisioning, Network Architecture and various other aspects involved in VPC design.
- Knowledge of various non-functional requirements and their associated SLAs (Scalability via Scaling up and Scaling out, Performance, Monitorability, Availability, Security).
- Familiar with scripting (Puppet/Chef/Ansible/Salt and/or Python, Bash) and Terraform, Jenkins and other technologies to deliver high levels of automation and modern CI/CD pipelines.
- Understanding of containerization (Docker, Docker-Swarm, Kubernetes etc.)
- Experience with the latest in Authentication and Authorization (OAuth2, SAML, LDAP etc.) and experience with Auth0 and/or Okta or similar vendors.
- Excitement about working in a distributed, collaborative, communicative start-up environment and comfort with some levels of ambiguity in terms of requirements.
- Good knowledge in using Agile development methodology, and fluent with Git/Github (especially branching, merging, tagging).
How we support our employees' growth and well-being (an abbreviated list- our goal is to have healthy, well-rounded employees):
- Healthcare (medical, dental, and vision) for employee+ family is fully covered by us + FSA, Teledoc, EAP program, and more- your health is our top priority, otherwise, you can't be expected to be your best at work.
- ClassPass discount- whether it's yoga, bootcamp, cycling, or meditation that you crave, we're here to help make fitness accessible.
- 401k match- we match the first 3.5% of your contributions
- Remote 1st, collaborative, and transparent culture.
- Unlimited PTO where you're encouraged to take to recharge.
Our differences make us better:
Our commitment to diversity and inclusion is deep and core to the company we're building. Our users are diverse, and we believe that our company needs to reflect the diversity of our users in order to build the best possible product. Discrimination of any type will not be tolerated at SupportLogic, and we pride ourselves in making sure that all employees feel heard, supported, and challenged. To that end, SupportLogic prohibits discrimination on the basis of race, color, religion, creed, sex, age, marital status, national origin, mental or physical disability, political belief or affiliation, veteran status, sexual orientation, gender identity and expression, genetic information, and any other class of individuals protected from discrimination under state or federal law in any aspect of employment and application for employment.
If you are a California resident, please see our CCPA job applicant notice:
View our CCPA Job Applicant Notice
Date Posted
08/02/2022
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