Support Operations Engineer (6pm-2am EST coverage)

As a Support Operations Engineer, you will be at the forefront of this transformational technology. You will assist a list of cutting-edge companies and developers taking advantage of our accelerated compute services and features to run their mission-critical applications. You will be a crucial component in the success of their production-critical implementations via deployment, monitoring, triaging, and troubleshooting of critical infrastructure and jobs. Your efforts will ensure the efficient and uninterrupted execution of our clients’ jobs.

Responsibilities

• Deployment and configuration of platform infrastructure in a Linux environment
• Monitor software and infrastructure for issues and act quickly to stem any negative impact
• Work with Development, Infrastructure, and Network Operations teams to troubleshoot and resolve deployment-related software, network, installation, and configuration issues
• Support Development, Infrastructure, and Network Operations teams in resolving infrastructure issues
• Work with contractors in remote sites to install, configure, and troubleshoot servers, network equipment, and data center infrastructure
• Reconfigure or decommission existing infrastructure as needed
• Identify, maintain and create documentation for new hardware deployments, all varieties of corner case scenarios, and troubleshooting workflows
• Streamline deployments to increase efficiency and reduce deployment times
• Support the development, testing, and integration of new hardware into the platform
• Liaise closely with the Client Support Engineers team to monitor customer support requests, and act as an extension of the Client Support team
• Help maintain high customer satisfaction by acting with empathy, understanding the business impact and priority of customer issues, and following our support operations center best practices
• Promptly act on technical incidents and escalations, communicating effectively with all stakeholders
• Assist with the training and development of new hires
• Plan, organize, and manage tasks, resources, and timelines across teams to accomplish work accurately and on time

Requirements

• Bachelor’s degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR equivalent experience in a technical position
• Minimum two years of experience with server hardware installation and server configuration in data center environments
• Basic Linux & networking knowledge
• Good understanding of distributed computing environments and methodologies, such as storage volumes, private networks, load balancers, and virtual machines
• Excellent English communication skills (both written and verbal)
• Problem-solving abilities for recognizing technical issues and developing appropriate solutions
• Knowledge of basic Windows sysadmin a plus