Support Engineer

Location: Remote
Availability: 35-40 hours per week
Working hours: Non-US East business hours
Reporting to: DevOps Lead

KoboToolbox has an immediate opening for a highly skilled and motivated Support Engineer to fill a full-time position of approximately 35-40 hours per week, ideally for a commitment of at least 1 year. As a member of our team, you will contribute directly to developing code and infrastructure used by over 14,000 nonprofit organizations around the world who collect more than 20 million surveys a month to create data-driven change.

You will play a crucial role in managing our AWS and Azure infrastructure, ensuring optimal performance, reliability, and security of our systems. The ideal candidate will develop a comprehensive understanding of our codebase and how it runs, enabling them to proactively respond to complex issues and prevent future ones.

If you’re passionate about leveraging technology to make a positive impact, we want to hear from you!

Important: To support the global distribution of our users, we are looking for a candidate whose work hours align with either Central European, Eastern European, or New Zealand / Australian Eastern time zones. To facilitate real-time team collaboration when required, some overlap with US Eastern Time will also be needed.

Responsibilities

• Manage AWS infrastructure using tools such as Terraform/OpenTofu to provision, configure, and maintain cloud resources efficiently.
• Respond promptly to outages and incidents, implementing effective solutions to minimize downtime and ensure service continuity.
• Engage in on-call hours with 1 hour response time, at additional compensation.
• Monitor site analytics, including performance, usage, and error metrics, to identify areas for optimization and enhance user experience.
• Collaborate with development teams on coding projects, automating test suites using Cypress, streamlining deployment processes, and improving release management.
• Perform manual testing and assist in the development and maintenance of automated end-to-end testing frameworks.
• Review AWS budgets and implement cost-saving strategies such as AWS savings plans.
• Contribute to the creation and maintenance of comprehensive documentation, including user guides and technical specifications.
• Mentor staff learning to interact with systems.

Requirements

Required Qualifications

• Proven experience managing infrastructure in a production environment.
• Experience with managing AWS, Docker, and Kubernetes.
• Solid programming skills with proficiency in scripting languages (e.g., Python, Bash).
• Proficiency with Infrastructure as Code tools, particularly Terraform.
• Strong understanding of CI/CD principles and experience implementing automation pipelines.
• Passion for supporting data-driven social impact through open source technology.
• Experience working with customer support teams to provide technical insight.
• Familiarity with site analytics tools for performance monitoring and error tracking.
• Excellent problem-solving skills and ability to troubleshoot complex technical issues.
• Ability to break apart high level goals into specific tasks.
• Strong communication and collaboration skills, particularly the ability to work effectively in a small, growing team.
• Proficiency with spoken and written English.

Preferred Qualifications

• Knowledge of database administration and optimization techniques.
• Experience with Django, React, Postgres, Redis, and Mongo.
• Experience working in a nonprofit or mission-driven organization.
• Understanding of security best practices for cloud environments.

Benefits

• Genuine Impact: Contribute directly to projects that impact millions of people around the world globally, working alongside the largest international humanitarian organizations as well as thousands of national and small community based partners in 200 countries.
• Meaningful Work Environment: Join a team that believes work should be meaningful as well as fun, tackling global challenges through innovative data collection and management tools with a proven impact for lasting change.
• Diverse Team: Be part of an amazing, progressive, and globally diverse team that values diversity, equity, and inclusion across all spectrums.
• Flexible Work Culture: Enjoy mutual flexibility, the option for a 4-day workweek, and supported by a culture that prioritizes work-life balance.
• Professional Development: Benefit from generous professional development options.