Production Specialist

Job Description

Job Title:
Production Specialist

We are currently seeking a Production Specialist to join our team based out of our Alpharetta office.

Shift work – on-call prepared to receive Salesforce CRM tickets from NOC or Support (applications, support issues, customer questions).

• Cases, escalation from NOC, support team communication, interrupt-driven environment, multi-task, organized, research driven.
• Prioritization and organization of work.
• 2 shift start times: 12 pm – 9 pm (focus) or 9 am or 10 am – 6 pm – 7 pm to coordinate with Israel team; flexible shift interchange to cover hours when Israel team available. Usual issues end at 9 am; after 9 pm Israel team can cover.

What You Will Own?

• Managing and supporting the various in-house developed services, network layers, infrastructure layers as Windows/Linux OS systems, Web applications and different Databases (Oracle, MySql, Couchbase and more).
• The Production Specialist team provides advanced technical troubleshooting and analysis, responds to escalations from our Production Network Operations Center (NOC) regarding service and infrastructure issues, ensuring fast restoration of interrupted or degraded service while providing high quality customer satisfaction and service to the company.
• Work closely with Production NOC team.
• Work in a global Production environment with offshore teams – Production, R&D, Product.
• Act quickly in order to resolve service affecting incidents.
• Investigate and troubleshoot Production issues on all system layer and provide Root Cause Analysis.
• Learn new products and services and be able to operate and maintain it.
• Escalate issues to R&D and other Production teams.
• Work closely with support Tier3 in investigating customer complaints.
• Instruct smart hands, working on our Data Center, remotely over the phone.

What You Need for Success?

• Experience in Windows, Linux based Operating systems – Must.
• Knowledge and experience with web and application tiers (Nginx, Tomcat, Apache) – Must.
• Knowledge of some or all of our toolset:
  Zabbix, Jenkins, vagrant, VMware, Active Directory, iptables, tinc, PfSense – Must.
• Expertise with Chef/Puppet configuration management, and extensive automation responsibilities – Must.
• 2-3 years’ experience in advanced support of web/internet applications, preferred SaaS Company – Must.
• BS or above in Computer Science or equivalent education‑experience – Must.
• Knowledge and experience with data networking at the LAN and WAN levels, including switches, routers, firewalls – Advantage.
• Knowledge and experience with DB and SQL queries – Advantage.
• Scripting expertise with Python / Ruby / Shell – Advantage.

Skills and Abilities:

• Highly motivated individual, with a positive & proactive attitude.
• Fast learner with self-learning capabilities.
• Versatility, flexibility, and a willingness to work within a constantly changing environment with enthusiasm.
• Excellent written and verbal communication skills.
• Ability to work under pressure.
• Team player.
• Strong understanding and proven experience in Internet and web applications.

Other Requirements (Travel, Matrix reporting, Evening shift, Overtime, etc.).

• Able to operate in a 7×24 operational environment as a first escalation point.
• Willingness to travel overseas.