Tier 4 Support Engineer

OwnBackup is one of the fastest growing global SaaS companies. With over 6,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised over $500 million in funding from AIkeon Capital, B Capital Group, BlackRock Private Equity Partners, Insight Partners and others.

OwnBackup is looking for a passionate, dedicated, and highly motivated Tier 4 Support Engineer to join our elite Production Engineering team. As part of the Production Engineering team, you will be involved in end-to-end production maintenance and monitoring processes as well as solving complex problems. 

This is a great opportunity to join a young, VC-backed, fast-growing start-up that encourages its employees to innovate and implement their ideas.

Production Engineering

• Monitor the production application and identify errors and issues before they impact customers.
• Proactive production maintenance.
• Investigate production bugs/issues with Engineering.
• Manage production incidents / outages.
• Implement application monitoring.
• Respond to and resolve application alerts.
• Support Engineering with privileged data access requests.
• Suggest product improvements and work with product management to identify new features to reduce support burden.
• Support User Acceptance Testing (UAT) and provide product feedback.
• Manage on-call duties as scheduled.

Support Customer Facing Teams (Support/TAM/SE/CS)

• Troubleshooting escalated customer issues to determine root cause and coordinate with various teams to develop solutions or workarounds.
• Identifying solutions to the challenges customers are facing - either by explaining the product functionality or by developing technical workarounds.
• Validating and reproducing customer reported bugs and escalating to Engineering & Product.
• Performing product optimizations for specific customers including optimizing backup or seeding speed and configuring API usage.
• Performing specific privileged duties in the production environment for customers including aborting backups or seeding jobs, optimizing specific objects and add/remove objects from backup or seeding jobs, changing master admin email address, and changing the fetcher pool size for optimal application response time.
• Support Proof of Concepts (POCs) and trials ensuring customers issues are escalated expeditiously and reducing issues during the sales cycle.
• Improve support knowledgebase and automation to enable the front-line support teams.

• A minimum of 2 years of experience as either, Tier II Support , Tier  II Support, Support engineer, or exposure as a Tier 4 Support Engineer , a test engineer, or as a software engineer.
• Proven technical troubleshooting skills.
• Strong Linux / Unix proficiency - a MUST
• Cloud experience required. AWS and Azure preferred.
• Database knowledge - relational and object oriented. PostgreSQL and MariaDB experience a plus
• SQL knowledge - intermediate level queries 
• Knowledge of Salesforce / ServiceNow / Dynamics CRM - a strong advantage.
• Fluent in English - working with global teams
• Highly customer oriented.
• Outstanding communication skills.
• Strong sense of urgency.
• Experience in writing scripts in Python / Bash / Shell. 
• Experience with Enterprise Software, B2B SaaS and/or in 24x7x365 organizations.
• Programming skills - a strong advantage.  
• Social, communicative and generally a nice person :)

This is a full-time position. The ideal candidate will work out of our San Diego, CA office to maximize collaboration and interaction with the business. 

The base salary hiring range for this position is $88,000 - $132,000. The actual amount to be offered to the successful candidate will be dependent upon various factors such as education, training, skills, qualifications, competencies, years of experience, job-related knowledge, scope of the role, and location.

OwnBackup is dedicated to creating an environment where employees thrive. It’s why we provide every employee with unlimited PTO, private health insurance, and a pension plan. 

New employees also have the opportunity to attend our award-winning new hire bootcamp, which customizes the onboarding experience by role, provides new employees with invaluable hands-on training within their first few weeks at the company, and gives employees the chance to meet their new colleagues.

Creating an environment where employees thrive also means making sure every employee feels accepted. As we scale to help all types of companies protect precious data, our team must reflect the diversity we serve. OwnBackup is an equal opportunity employer and we believe that every employee in the company brings a unique perspective that they can and should contribute in order to make an impact every day. We strive to be one team and one culture that builds trust through transparency. We do not discriminate based on race, colour, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status or disability status.

OwnBackup is a leading SaaS data protection platform for some of the largest SaaS ecosystems in the world, including Salesforce, Microsoft Dynamics 365, and ServiceNow. Through capabilities like data security, backup and recovery, archiving, and sandbox seeding, OwnBackup empowers thousands of organizations worldwide to manage and protect the mission-critical data that drives their business.

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