Job Description

Responsibilities:

• Function as a primary contact to research, address, and promptly fulfill requests and resolve cases in adherence to team standards, thereby ensuring we meet and exceed customer satisfaction.

• Document and maintain technical articles, including troubleshooting guides, knowledge base articles, and runbooks, in order to meet objectives for customer request fulfillment and issue resolution.

• Collaborate with cross-functional teams on complex issues involving system integration and custom configurations.

• Develop and maintain in-depth knowledge of our platform through company-sponsored training and experience

• Contribute to an environment that encourages information sharing, team-based resolution activity, cross-training, and an absolute focus on doing what is best for the customer

• Develop and maintain strong relationships with customers and stakeholders, acting as a trusted advisor and technical point of contact.

Required skills and experience:

• Proficiency in working with networking protocols and concepts, including TCP/IP, HTTP, DNS, and load balancing.

• Familiarity with AWS, Docker, Linux, and Kubernetes. Knowledge of Bash scripts is a plus.

• General familiarity with broad technical skills such as Object-Oriented Programming (Java, C#, or similar), relational databases

• Familiarity with software development lifecycle

• Familiarity with CI/CD concepts and principles; Jenkins or TeamCity experience a plus

• Familiarity with Linux operating systems and the ability to use Linux command line tools.

• Outstanding troubleshooting skills; ability to think critically and display an aptitude for problem-solving; preference for experience with a commercial customer incident tracking or CRM like Salesforce.com

• Read, write, and speak fluent English. Score bonus points if you can also have skills in another language such as French or German

• We provide 24x7 support and while the majority of our shifts are Monday through Friday during daytime hours, we rotate shifts monthly so there will be some evening and weekend shifts included in order to cover after-hours production emergencies

Personal Qualities and Soft skills

• Good communication and presentation skills

• Display a strong work ethic and do whatever it takes to get the job done

• Excellent communication skills and ability to explain complex technical concepts to a varied audience

• Demonstrate strong follow-through and consistently keep commitments to customers and employees

Benefits:

• Competitive market Salary

• Bonus

• Company retirement contributions

• Fully funded medical for you and your family

• Annual Wellness Reimbursement

• 3 paid days volunteering in the community
  
  
  
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